Training Manager | Banking and Financial Services

Sutherland; San Fernando; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland is seeking a Mgr-Technical Training to create and deliver training materials and programs that equip the organization with essential skills and knowledge. You will lead a team of trainers, deliver and evaluate soft and technical skills training across client projects, and drive continuous improvement in curriculum and delivery methods.

The role requires strong English communication, 5–6 years of training experience in a contact center, and a track record of managing teams.

Qualifications

• Bachelor’s degree in Education or Communication preferred but not required.
• 5–6 years of training experience in a contact center environment, including 3 years in people management.
• Strong knowledge of Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
• Strong English verbal and written communication skills.
• Strategic mindset for developing solutions and process improvements.
• Willingness and ability to work in a shifting or graveyard schedule.

Responsibilities

• Observe and review training delivery and coach and develop trainers; supervise a team of 6–10 trainers/Training Specialists.
• Provide technical and soft-skills coaching to Training Specialists.
• Conform to curriculum/content delivery methods and client standards.
• Calibrate to client standards and deliver quality training outcomes.
• Coach Training Specialists to conduct/manage Nesting/ATS and Nesting Support Staff.
• Engage with participants through individual, group, and class interactions.
• Assess and monitor participant performance using KPIs during Nesting/Classroom sessions.
• Prepare internal and external training reports.
• Plan and allocate resources weekly, bi-weekly, monthly.
• Develop training for all client projects, including soft and technical skills.

Skills

Coaching

Training management

Curriculum development

English communication

Education

Bachelor’s degree in Education or Communication

Tools

Microsoft Office

Job description

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Mgr-Technical Training who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.

As a Training Manager, you will deliver and evaluate soft & technical skills training on all aspects of client training.

Job Description

Responsibilities

• Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 6-10 trainers/Training Specialists (T-Specs), train classes as and when required
• Provide technical/soft-skills related coaching/guidance to the T-Specs in aspects of
• conformance to curriculum/content delivery methods
• calibrate & conform to client prescribed/mutually agreed qualitative standards
• coach T-Specs/ ATS’s/Nesting Support Staff to effectively conduct/manage
• individual, group and class interactions
• Assess/Analyze/Monitors participant and class performance – as measured by KPIs during Nesting/Classroom.
• Prepare regular/accurate and meaningful internal and external reports related to training.
• Plan and plot in for resources as required (weekly, Bi-weekly, monthly).
• Prepare analysis & action plans to improve trainer/training delivery.
• Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.
• Development of training for all aspects of client projects, including soft skills and technical skills.
• Participate in routine client/learner interaction.
• Perform other related duties and assignments as required and as assigned by supervisor or manager.

Qualifications

Our most successful candidates will have:

• Earned a Bachelor’s degree in any field (Major in Education or Communication) preferred but not required.
• At least 5 to 6 years of work experience with Training in a contact center environment, 3 years of which as a people manager.
• Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
• Strong English verbal and written communication skills
• Strategic in developing solutions and process improvements
• Willingness and ability to work in a shifting or graveyard schedule