Training Manager

Confidential; Iloilo; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Confidential in Iloilo, Philippines is seeking an experienced Training Leader to manage and develop the training team supporting assigned processes, with potential coverage across Pre-process, Process and Certification to ensure metrics alignment.

The role emphasizes executive stakeholder management, digital learning initiatives, and hands-on performance management within travel/airline or complex BPO environments.

Qualifications

• Minimum 4-5 years in training delivery, L&D with 2-3 years managing training leaders and multi-geo operations.
• Experience with airline/travel accounts is advantageous.
• Strong understanding of BPO KPIs (CSAT, DSAT, QA, AHT) and linking training to operational outcomes.
• Experience in travel, hospitality, airline, customer service, or complex BPO environments.
• Digital Learning/Transformation capability including AI-enabled learning or digital initiatives.
• Executive stakeholder management with Directors/VPs and clients.

Responsibilities

• Manage and develop the training team across assigned processes.
• Cover Pre-process, Process, and Certification training as needed.
• Align training programs with operational and client metrics.
• Drive throughput, graduation/pass rates, and trainer utilization.

Skills

Leadership & coaching

Stakeholder management

Analytics & reporting

Training needs analysis

Digital learning

BPO/KPIs understanding

Executive presentation

Cross-functional collaboration

Tools

Learning Management System (LMS)

Data analysis tools

CRM/QA systems

Job description

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 4-5 years in training delivery, L&D with at least 2 to 3 years managing training leaders, trainers and multi-geo training operations.
• Handling Airline/Travel account is an advantage
• Operations acumen - must understand BPO KPIs beyond training: CSAT/DSAT, QA, AHT, etc. Must be able to articulate training performance to operational outcomes.
• Training Needs Analysis - demonstrated ability to determine whether a performance problem is caused by knowledge, skill, behavior, process, leadership, technology, or environment)
• Training performance management - experience managing throughput, graduation/pass rate, attrition, speed to proficiency, nesting performance, trainer utilization and training capacity
• 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.
• Digital Learning/Transformation capability - can evidence implementing new processes, curriculum redesign, AI-enabled learning or digital learning initiatives
• Experience in travel, hospitality, airline, customer service, or complex BPO environments

They stand out if (nice to haves):

• Able to demonstrate strong analytical capability, including trend analysis, cohort analysis, pareto analysis, segmentation and performance driver identification.
• Ability to challenge existing practices and senior stakeholders constructively using data and business rationale.
• Ability to independently identify risks, develop solutions, and execute without requiring constant direction.