Senior Manager Talent Transformation

IGT Technologies Philippines Inc.; Muntinlupa; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IGT Technologies Philippines Inc. is seeking a senior Training Delivery and L&D leader to own and grow the training team supporting multiple processes.

You will align training with operational metrics across Pre-process, Process, and Certification, driving performance and client outcomes. You will manage a team of trainers across geo locations, collaborate with Directors and client stakeholders, and champion digital learning transformations including AI-enabled initiatives to improve

Qualifications

• Operations acumen - understand BPO KPIs beyond training: CSAT/DSAT, QA, AHT, etc., and relate training to operational outcomes.
• Training Needs Analysis - determine whether performance issues are caused by knowledge, skill, behavior, process, leadership, technology or environment.
• Training performance management - manage throughput, graduation/pass rate, attrition, speed to proficiency, nesting, trainer utilization and capacity.
• Executive stakeholder management - present performance, risks and recommendations to Directors/VPs and clients; collaborate with Operations, Quality, WFM, TAG, HR.

Responsibilities

Skills

Operations acumen

Training Needs Analysis

Training performance management

Executive stakeholder management

Digital Learning/Transformation

BPO/travel/hospitality experience

Job description

JOB PURPOSE:

The purpose of this role is to manage and develop the training team supporting assigned process/es. Role may cover Pre-process, Process, and Certification ensuring operational and client metrics are aligned with training.

Qualifications:

Years of Experience: Minimum 5 years in training delivery, L&D with at least 2 to 3 years managing training leaders, trainers and multi-geo training operations.

Non-negotiable requirements:

1. Operations acumen - must understand BPO KPIs beyond training: CSAT/DSAT, QA, AHT, etc. Must be able to articulate training performance to operational outcomes.

2. Training Needs Analysis - demonstrated ability to determine whether a performance problem is caused by knowledge, skill, behavior, process, leadership, technology, or environment)

3. Training performance management - experience managing throughput, graduation/pass rate, attrition, speed to proficiency, nesting performance, trainer utilization and training capacity

4. Executive stakeholder management - must have presented performance, risks and recommendations directly to Directors/VPs and clients. Strong stakeholder management with Operations, Quality, WFM, TAG, HR leaders and client facing teams.

5. Digital Learning/Transformation capability - can evidence implementing new processes, curriculum redesign, AI-enabled learning or digital learning initiatives

6. Experience in travel, hospitality, airline, customer service, or complex BPO environments

They stand out if (nice to haves):

1. Able to demonstrate strong analytical capability, including trend analysis, cohort analysis, pareto analysis, segmentation and performance driver identification.

2. Ability to challenge existing practices and senior stakeholders constructively using data and business rationale.

3. Ability to independently identify risks, develop solutions, and execute without requiring constant direction.