Training Senior Manager | TP Mckinley West

Teleperformance; Taguig; Vor Ort; PHP 1.800.000 - 2.400.000; Vollzeit

Zusammenfassung

Teleperformance in Manila, Philippines invites applications for a Senior Training Manager to shape the organization’s training strategy, lead learning programs, and build capability across customer-service operations. You will oversee training teams and collaborate with Operations, Quality, and Client stakeholders to close performance gaps and deliver measurable business impact.

The role requires extensive experience in Training & Development within a BPO environment, strong leadership, and the

Qualifikationen

• Extensive experience in Training, Learning & Development, or Operational Excellence within a customer service, shared services, or BPO environment.
• Proven leadership experience managing large teams and multiple stakeholders.
• Strong communication, presentation, coaching, and facilitation skills.
• Experience in developing and implementing large-scale learning programs.

Aufgaben

• Develop and execute training and learning strategies aligned with organizational goals.
• Lead the design, implementation, and continuous improvement of onboarding, product, process, soft skills, and leadership development programs.
• Manage training operations, resource planning, and performance measurement.
• Partner with Operations, Quality, and Client stakeholders to identify learning needs and close performance gaps.
• Monitor training effectiveness through evaluations, assessments, and business impact analysis.
• Drive a culture of continuous learning and professional development.
• Coach and develop training leaders and facilitate succession planning initiatives.
• Present training performance reports and strategic recommendations to senior leadership.

Kenntnisse

Leadership

Training & L&D

Stakeholder management

Communication

Presentation

Coaching

Facilitation

Program design

Learning programs

Jobbeschreibung

Position Summary

The Senior Training Manager is responsible for developing and leading the organization's training strategy, learning programs, and capability-building initiatives. This role oversees the performance and development of training teams, ensuring employees are equipped with the knowledge and skills required to deliver exceptional customer experiences and achieve business objectives.

Key Responsibilities

• Develop and execute training and learning strategies aligned with organizational goals.

• Lead the design, implementation, and continuous improvement of onboarding, product, process, soft skills, and leadership development programs.

• Manage training operations, resource planning, and performance measurement.

• Partner with Operations, Quality, and Client stakeholders to identify learning needs and close performance gaps.

• Monitor training effectiveness through evaluations, assessments, and business impact analysis.

• Drive a culture of continuous learning and professional development.

• Coach and develop training leaders and facilitate succession planning initiatives.

• Present training performance reports and strategic recommendations to senior leadership.

Minimum Qualifications

• Extensive experience in Training, Learning & Development, or Operational Excellence within a customer service, shared services, or BPO environment.

• Proven leadership experience managing large teams and multiple stakeholders.

• Strong communication, presentation, coaching, and facilitation skills.

• Experience in developing and implementing large-scale learning programs.

Preferred Qualifications

• Experience in a Senior Manager-level role overseeing training functions.

• Background in the Travel and Hospitality industry, including airlines, hotels, travel services, tourism, or online travel operations.

• Professional certifications such as COPC, Lean Six Sigma (Green Belt or Black Belt), Train-the-Trainer, or other Learning & Development certifications.

• Experience managing 100+ Trainers across multiple programs, sites, or business units.

• Experience supporting global or multi-site operations.