Training Manager (BPO Healthcare required)

Carelon Global Solutions Philippines; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Carelon Global Solutions Philippines is seeking a Training Manager to lead and grow a team delivering high-quality service and continuous improvement. You will oversee training strategy, execution, and performance management while partnering with stakeholders to standardize best practices.

The role emphasizes audits, reporting, and driving improvements through projects aligned to business needs, with onboarding and coaching of direct reports to foster accountability and customer experience.

Qualifications

• 5+ years of experience in a progressively complex customer service environment including demonstrated leadership or supervisory responsibilities.
• Training strategy development and execution experience.
• Leadership development and coaching of leads/supervisors.
• Performance management using core KPIs and action plans.
• Stakeholder management across teams and clear communication.
• Experience with LMS/Workday for learning administration.

Responsibilities

• Provide daily leadership and oversight with a team unit, ensuring service standards, productivity, and quality goals are met.
• Establish, document, and maintain departmental policies and procedures; partner with stakeholders to improve workflows and standardize best practices.
• Conduct routine audits and quality reviews to monitor efficiency, accuracy, and compliance; identify trends and implement corrective actions as needed.
• Prepare and deliver specialized reports (e.g., performance, quality, compliance, operational metrics) and present insights/recommendations to leadership.
• Manage escalations and support resolution of complex customer issues while reinforcing consistent service practices.
• Lead and participate in special projects as assigned, based on business priorities (process improvements, implementations, pilots, or cross-functional initiatives).
• Hire, onboard, train, coach, and develop direct reports; provide ongoing feedback, counseling, and performance evaluations.
• Promote a positive team culture focused on accountability, customer experience, and continuous improvement.

Skills

Leadership

Training management

Performance management

Stakeholder management

Process improvement

Audits & reporting

People development

Tools

LMS

Workday

Job description

Under general guidance and mentoring, the Training Manager provides day-to-day oversight of a team to ensure high-quality service delivery, operational efficiency, and compliance with established policies and procedures. This role leads and develops direct reports, supports performance management, and drives continuous improvement through audits, reporting, and special projects aligned to business needs.

Key Responsibilities

Provide daily leadership and oversight with a team unit, ensuring service standards, productivity, and quality goals are met.

Establish, document, and maintain departmental policies and procedures; partner with stakeholders to improve workflows and standardize best practices.

Conduct routine audits and quality reviews to monitor efficiency, accuracy, and compliance; identify trends and implement corrective actions as needed.

Prepare and deliver specialized reports (e.g., performance, quality, compliance, operational metrics) and present insights/recommendations to leadership.

Manage escalations and support resolution of complex customer issues while reinforcing consistent service practices.

Lead and participate in special projects as assigned, based on business priorities (process improvements, implementations, pilots, or cross-functional initiatives).

Hire, onboard, train, coach, and develop direct reports; provide ongoing feedback, counseling, and performance evaluations.

Promote a positive team culture focused on accountability, customer experience, and continuous improvement.

Qualifications

Minimum of 5 years of experience in a progressively complex customer service environment including demonstrated leadership or supervisory responsibilities (Can accommodate undergraduates with at least 5 years strong leadership training experience)

Training Strategy: Sets the overall training direction, identifies needs, defines goals, builds the roadmap, and ensures training supports key operational KPIs.

Training Execution: Delivers training end-to-end, creates/updates materials, facilitates sessions, coordinates logistics, tracks completion, and validates readiness.

Leadership Development: Coaches and develops leads/supervisors, builds leadership capability through mentoring, development plans, and targeted sessions.

Performance Management (Standard KPIs): Manages performance using core metrics, monitors results, identifies gaps, and drives improvements through coaching and action plans.

Stakeholder Management: Partners effectively across teams, communicate clearly, align expectations, escalates risks early, and maintains strong working relationships.

Technology Background (LMS/Workday): Uses LMS and training tools (including Workday) to assign learning, track progress, and pull reports to measure training impact.