Training Leader, BPO & Operations Learning

International Business Machines Corporation; Quezon City; On-site; PHP 1,500,000 - 1,900,000; Full time

Job summary

IBM Consulting in the Philippines is seeking a senior Training Leader to design and execute the training strategy for HR, Finance, Procurement, and Customer Operations within a fast-paced BPO setting. You will partner with regional and global stakeholders to ensure programs align with enterprise standards and client needs.

You will lead a team, manage budgets, and oversee onboarding, process and systems training, and continuous learning initiatives to drive quality, productivity, and customer

Qualifications

• Significant experience in learning and development, training, or capability development.
• Experience supporting or leading training for multiple business functions, ideally HR, Finance, Procurement, and Customer Operations.
• Demonstrated experience leading a training function or multi-disciplinary training team in a complex, high-volume operation.
• Track record of developing and executing training strategies and translating business, operational, and client requirements into measurable learning plans.
• Experience with onboarding, process and systems training, quality improvement, service delivery, and operational change initiatives.
• Familiarity with learning management systems, digital learning tools, and training measurement approaches.
• Experience managing budgets, resources, vendors, or training delivery at scale is an advantage.

Responsibilities

• Develop and lead the Center training strategy in alignment with business objectives, client commitments, operational priorities, and global learning frameworks.
• Translate business and client requirements into practical, measurable learning plans for HR, Finance, Procurement, and Customer Operations delivery teams.
• Prioritize training based on hiring and ramp-up needs, process transitions, client or policy changes, performance trends, compliance requirements, and transformation initiatives.
• Lead planning for training capacity, resources, budgets, and delivery across the Center.
• Oversee onboarding, process, systems, customer service, leadership, and continuous learning programs for employees supporting BPO operations.
• Ensure training prepares employees to follow approved processes, meet service expectations, and support required quality, productivity, and customer experience standards.
• Ensure learning materials are accurate, engaging, accessible, and aligned with current processes, systems, policies, and client requirements.
• Promote appropriate use of instructor-led, virtual, digital, and on-the-job learning approaches.
• Establish standards for trainer readiness, facilitation quality, knowledge checks, learner assessment, and readiness to transition into live operations.
• Ensure training is reviewed and updated promptly when client requirements, processes, systems, or business needs change.
• Build strong partnerships with BPO operations leaders, functional leaders, HR, Quality, and other relevant stakeholders.
• Consult with business and client-facing leaders to identify capability gaps and recommend training or other performance solutions.
• Ensure training plans support service levels, productivity, quality, customer experience, employee readiness, and contractual or client commitments.
• Lead, coach, and develop the Center training team.
• Set clear objectives and performance expectations, and build a culture of accountability, collaboration, and continuous improvement.
• Establish governance for training needs analysis, curriculum ownership, content approval, delivery, assessment, and program evaluation.
• Promote consistent training practices across the BPO operation while accommodating the distinct needs of each supported function and client.
• Define and monitor training measures such as training effectiveness, time to proficiency, knowledge retention, quality, productivity, learner feedback, and operational outcomes.
• Use learner, quality, and operational data to evaluate program effectiveness and identify improvement opportunities.
• Present training performance, risks, resource needs, and recommendations to senior leaders.
• Improve training efficiency and impact through feedback, data analysis, technology, and regular review of learning programs.
• Ensure required training is completed, documented, and reported in accordance with company policies, applicable regulations, and client or contractual obligations.
• Maintain appropriate controls over training records, learning content, assessments, and completion reporting.
• Identify and elevate training-related risks, capability gaps, and compliance concerns.

Skills

Learning and development

Training

Capability development

BPO

Stakeholder engagement

Leadership

Learning design

Education

Bachelor’s Degree

Tools

Learning Management System (LMS)

Digital learning tools

Job description

IBM Consulting in the Philippines is seeking a senior Training Leader to design and execute the training strategy for HR, Finance, Procurement, and Customer Operations within a fast-paced BPO setting. You will partner with regional and global stakeholders to ensure programs align with enterprise standards and client needs.

You will lead a team, manage budgets, and oversee onboarding, process and systems training, and continuous learning initiatives to drive quality, productivity, and customer