Training & Performance Leader

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

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.