Training Manager (Collections)

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Sutherland in the Philippines is seeking a seasoned Training Manager with a collections background to lead learning initiatives and develop high-performing trainers within a fast-paced contact center. You will coach teams, drive performance, and partner with operations and clients to ensure training aligns with business goals.

Responsibilities include overseeing training delivery, measuring outcomes with KPIs, and continuously improving content, processes, and learning standards.

Qualifications

• Minimum 5 years of collections training experience in a BPO or contact center.
• At least 2-3 years of experience as a Training Manager supporting collections programs.
• Total training experience 5-6 years with at least 3 years in a people leadership role.
• Strong understanding of adult learning principles, training delivery methodologies, and performance management.
• Proven ability to analyze performance trends and develop effective training strategies.
• Excellent coaching, facilitation, and stakeholder management skills.
• Strong communication and presentation skills in English, both written and verbal.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word, and Outlook.
• Bachelor's degree in Education, Communication, or related disciplines are an advantage.

Responsibilities

• Lead, coach, and develop a team of Training Specialists and Trainers to achieve training and operational goals.
• Observe training delivery, provide actionable feedback, and implement coaching plans to enhance trainer effectiveness.
• Manage and oversee classroom training, nesting operations, and learning interventions.
• Deliver technical and soft skills training programs as needed.
• Monitor learner performance throughout training and nesting phases, using data and KPIs to identify improvement opportunities.
• Develop and implement action plans that drive learner success, training efficiency, and operational readiness.
• Partner with operations, quality, and client stakeholders to ensure training aligns with business objectives and performance expectations.
• Analyze training outcomes and present meaningful reports, recommendations, and performance insights.
• Ensure adherence to learning standards, curriculum design, and training delivery best practices.
• Support training content enhancement and continuous process improvement initiatives.
• Participate in client meetings, calibration sessions, and strategic discussions related to learning and development.

Skills

Coaching

Stakeholder management

Performance analysis

Presentation skills

English communication

Education

Bachelor's degree in Education/Communications or related

Tools

Microsoft Excel

PowerPoint

Word

Outlook

Job description

Lead Learning. Drive Performance. Shape Success.

At Sutherland, we believe that exceptional customer experiences begin with exceptional people. We are looking for a passionate and strategic Training Manager to lead learning initiatives, develop high-performing trainers, and drive operational excellence within a fast-paced contact center environment.

This is an exciting opportunity for an experienced training leader with a strong collections background who thrives on coaching teams, influencing performance, and creating impactful learning experiences that deliver measurable business results.

If you are passionate about developing people, optimizing training effectiveness, and partnering with stakeholders to drive success, we'd love to hear from you.

What You'll Do

As a Training Manager, you will be responsible for leading the training function, ensuring learners and trainers are equipped with the knowledge, skills, and behaviors needed to excel.

Key Responsibilities:

• Lead, coach, and develop a team of Training Specialists and Trainers to achieve training and operational goals.
• Observe training delivery, provide actionable feedback, and implement coaching plans to enhance trainer effectiveness.
• Manage and oversee classroom training, nesting operations, and learning interventions.
• Deliver technical and soft skills training programs as needed.
• Monitor learner performance throughout training and nesting phases, using data and KPIs to identify improvement opportunities.
• Develop and implement action plans that drive learner success, training efficiency, and operational readiness.
• Partner with operations, quality, and client stakeholders to ensure training aligns with business objectives and performance expectations.
• Analyze training outcomes and present meaningful reports, recommendations, and performance insights.
• Ensure adherence to learning standards, curriculum design, and training delivery best practices.
• Support training content enhancement and continuous process improvement initiatives.
• Participate in client meetings, calibration sessions, and strategic discussions related to learning and development.

What Makes You a Great Fit

Qualifications:

• Minimum 5 years of collections training experience within a BPO or contact center environment.
• At least 2-3 years of experience as a Training Manager supporting collections programs.
• Minimum 5-6 years of overall training experience, with at least 3 years in a people leadership role.
• Strong understanding of adult learning principles, training delivery methodologies, and performance management.
• Proven ability to analyze performance trends and develop effective training strategies.
• Excellent coaching, facilitation, and stakeholder management skills.
• Strong communication and presentation skills in English, both written and verbal.
• Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word, and Outlook.
• Bachelor's degree in any field preferred; Education, Communication, or related disciplines are an advantage.
• Willing to work on shifting schedules, including graveyard shifts when required.

Why Join Sutherland

• Be part of a global organization recognized for innovation and operational excellence.
• Work with talented professionals who are passionate about learning and development.
• Lead impactful initiatives that directly influence business performance and employee success.
• Enjoy opportunities for career growth, leadership development, and professional advancement.
• Thrive in a collaborative, inclusive, and performance-driven culture that values your expertise and contributions.

Ready to make an impact

Join Sutherland and help build a culture of learning, performance, and excellence.