Foundation Training Management, Operations SupportAssociate Manager-Foundation Training

UJ4 Asst Training Manager

Program/Account Management 
?    Lead the program development, from needs analysis, planning and development, to implementation and measurement, in support to the specific account/process they are assigned.
?    Review current library of training content to determine availability of existing materials to meet defined business needs.
?    Build a training resource network with vendors, and maintain relationships with external/internal program consultants/providers/SMEs when applicable.
?    Oversee the deployment of all logistical requirements and preparations for training programs under the assigned cluster or projects.
?    Manages all program activities under their assigned program/account.
?    Design new, develop existing and update outdated systems to improve training processes, making it more efficient and responsive in addressing operational concerns. 
?    Prepare reports, records and other related program documents as required.

Training Analysis, Research, & Design
?    Perform simple to complex training needs analysis (TNA) that may require various tools and processes 
?    Oversees individual, group and organization-based training and development needs analyses and assessments pertaining to communication and soft skills. 
?    Manage the analysis, research, design, work and performance of the cluster he/she is leading.
?    Designs, reviews, provides, and revises, recommendations of training curricula for final approval by the Training Manager and Department head; formulates or reviews training outlines, and determines appropriate instructional methodologies and formats.
?    Reviews and approves the developed Training Manuals and instructional materials, quizzes, computer-based training, videos,  and other job aids; 
?    Expected to create programs

Curriculum Development
?    Interface with both operations and support management teams in assessing, identifying, and prioritizing the training needs, and aligning them with the company?s business strategy.
?    Meets with and assists operations in developing appropriate interventions to address performance gaps.

Training Evaluation 
?    Leads the implementation and evaluation of the relevant training program in order to achieve learning and business objectives. 
?    Reviews and recommends approval of training evaluation and assessment tools.
?    Leads the meeting with Operations to ascertain agent/ learner?s performance up to within 90 days after foundation training certification or within 30 days after Coaching Session and assists Operations in developing appropriate interventions to address performance gaps with regard to soft skills (i.e. Communication, Quality Customer Service, Listening and Basic Probing, Call Control, and Overall Confidence). Reviews and recommends, accountable for the success of the learning session.
?    Responsible for the overall success of the 30-60-90 evaluation and measurement of his/ her cluster. 
?    Performs coaching sessions for TS/STS, TO, STO, Team Leaders and Shift Managers based on defined root causes and in order to achieve business objectives when relevant
?    Responsible for the overall achievement of the intended learning and business outcomes by their assigned trainers, as well as for the evaluation and measurement of the agents? and TLs performance under his/ her supervision. 

Performance Consulting
?    Responds to inquiries and conducts researches to help resolve problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operation?s communication training issues.
?    Assists Operations with their communication-related concerns and conducts/validates necessary TNA such as call monitoring; after which decided the best intervention such as coaching or refresher training, ensuring effective measurement and tracking of success measures and impact to business.
?    Leads the conduct of TNA for a particular process/account as directed by the Training Manager
?    s assigned to their team
?    Schedules and adheres to schedule/ training calendar 
?    Writes post training reports to concerned business and department heads when relevant
?    Maintains reports, logs, files, manuals and procedures in accordance with the defined data management system of the team 
?    Ensures security of information assets in compliance with ISO, QISMS and DPA. Maintains all documents to be audit-ready at all times.

Client Interface 
?    Participates in hiring process with operations through Language Checks and Final Panel Interviews when applicable 
?    Coordinates with Operations and Quality Supervisors/Managers in tracking performance.
?    Along with the Training Manager, Joins Operations in interfacing with current and prospective clients to ensure scoping of training segment of account.
?    Participate in Network/Operations wide Training Content and Rollout planning for projects/assignments, which could include working on curriculum updates/revisions, testing computer-based Trainings and simulations.
?    Works with Operations and Quality Supervisors/Managers to understand the largest problem areas pertaining to soft skills of the current agents, to institute into the training process through the design and implementation of refresher training for current certified agents. 
?    Participates and presents during client visits when relevant

New Trainers? Onboarding 
?    Oversees the New Trainer Onboarding Program and conducts evaluation report. Makes final recommendation to certify the same.
?    Ensures training resources in their team are assessed and certified in a timely manner, and within the appropriate schedules.

Ensures Capacity planning

Iloilo, Ayala Technohub BuildingPhilippines