Training Manager | Banking and Financial Services

Sutherland; San Fernando; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Sutherland is seeking a Manager of Technical Training in the Philippines to design, deliver, and evaluate training materials that equip the organization with essential skills and knowledge. You will create and manage programs, coach a team of trainers, and ensure quality coaching and delivery across client projects.

The role emphasizes developing curriculum aligned with client standards, reporting on training outcomes, and leading a team of 6–10 trainers in a dynamic contact center environment.

Qualifications

• Bachelor's degree preferred but not required.
• 5–6 years of work experience in Training in a contact center environment, 3 years as a people manager.
• 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 to work in a shifting or graveyard schedule.

Responsibilities

• Observe and review training delivery and coach and develop trainers; supervise 6-10 trainers/Training Specialists.
• Provide technical/soft-skills coaching to Trainers and nesting staff; ensure conformance to curriculum and client standards.
• Assess performance using KPIs; prepare internal and external training reports.
• Plan resources and schedules weekly, bi-weekly, and monthly; deliver training programs as required.

Skills

Microsoft Office

English proficiency

People management

Training delivery

Curriculum development

Education

Bachelor's degree

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 Trainingwho 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.

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
• a) conformance to curriculum/content delivery methods
• b) calibrate & conform to client prescribed/mutually agreed qualitative standards
• c) coach T-Specs/ ATS’s/Nesting Support Staff to effectively conduct/manage individual, group andclass 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.

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