Process Training Lead & Transformation Expert

HCL Technologies Limited; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sapsf is seeking a Process Manager to lead and coordinate comprehensive training programs across pre-process, voice, and client-specific content. You will act as a process expert guiding transformation and continuous improvement initiatives with internal teams and stakeholders.

The ideal candidate has 3–5 years in voice and accent training, a 4-year degree, and strong English communication, with proficiency in MS Office and project visualization tools.

Qualifications

• Minimum 4-year degree (BS/BA) or equivalent.
• 3–5 years in Voice and Accent Training or related field.
• Excellent written and verbal communication.
• Ability to lead and motivate teams in a fast-changing environment.

Responsibilities

• Deliver training programs including pre-process, voice and client-specific content.
• Develop training materials and ensure consistency across trainings.
• Lead transformation and process improvement initiatives.
• Collaborate with stakeholders to align training with business goals.
• Provide accurate, timely reports to senior management and participate in special projects.

Skills

English (C1)

MS Office

Training development

Time management

Education

Bachelor's degree

Tools

Visio

MS Project

Job description

Career Opportunities: Process Manager (174633)

Requisition ID174633-Posted10/19/2026

Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training. Training Lead Analyst is considered as a Process Expert and expected to take lead on transformation and process improvement initiatives.

Main departmental relationships: Operations Team, Quality Analysts, Recruitment Team, Transitions Team, PMO and other support functions

Client/vendor relationships: Internal and External Stakeholders

Key Responsibilities

Major Responsibilities

Process Training Support:

• Collaborate with process trainers to align voice and accent training with process-specific content.
• Assist in developing training content and materials to ensure consistency and effectiveness.
• Conduct joint training sessions where relevant to bridge the gap between language skills and process knowledge.
• Continuously update and improve training materials and methodologies.
• Stay informed about industry trends and best practices in voice and accent training.
• Support process trainers in enhancing overall training effectiveness.

Process Expert

• Act as a subject matter expert in the processes, ensuring training content aligns with industry best practices and company standards.
• Collaborate with cross-functional teams to identify training needs and design targeted programs to address them.
• Work closely with internal and external stakeholders to understand business goals and align training strategies with organizational objective.

Stakeholder and Client Relationship Management

• Develop strong internal and external relationships.
• Align internal and external customer expectations with the current capability and capacity of the team; proactively support the discovery of alternative solutions when there is a constraint.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Participate in business meetings and general inputs in day-to-day improvements.

Skill Requirements

Additional Skills Required

Languages- English (Verbal and Written) WITH Proficiency Level 90%/C1 and MS Suite Power Point, Excel, Outlook, Word, Teams with Advanced

Education Requirements: Minimum 4 Yr. degree -BS/BA or 3 to 5 years of Voice and Accent Training experience

Preferred 3-5 years of work experience

Other Requirements

Candidate Background: Skills, Knowledge, and Abilities:

Essential/Preferred/Minimum Skills, Knowledge, Abilities and Experience

Essential- Excellent written and verbal communications skills

Essential- Proven Time Management skills and techniques

Essential- Module and Assessment Development

Essential-Strong analytical/thinking skills

Essential- Ability to assess issues, define causes, and prioritize/execute solutions – problemsolving skills.

Essential-Proven/demonstrated self-initiative, ability to work independently & in teamenvironment, self-motivated and results oriented.

Essential- Strong presentation, listening, organizing, and planning skills; Highly proficient intime management, planning & prioritization.

Essential- Demonstrated ability to work collaboratively & lead in a fast changing and flexible environment

Minimum- Ability to lead and inspire individuals and teams in direct, shared, or virtual roles

Preferred-Ability to work with minimal supervision, highly self-motivated

Preferred-Client and Stakeholder Management

Preferred-Demonstrable ability to operate at prime customer contact level

Preferred-Knowledge of Visio & MS Project

Preferred-Proven experience of cross-functional working

Preferred- Project coordination/management knowledge and experience