JOB PURPOSE:

The purpose of this role is to manage and develop the training team supporting assigned process/es. Role may cover Pre-process, Process, and Certification ensuring operational and client metrics are aligned with training.

Qualifications:

Years of Experience: Minimum 3-5 years in training delivery, L&D with at least 1 to 3 years managing training leaders, trainers and multi-geo training operations.
Handling Airline/Travel account is an advantage

Non-negotiable requirements:

Operations acumen - must understand BPO KPIs beyond training: CSAT/DSAT, QA, AHT, etc. Must be able to articulate training performance to operational outcomes.
Training Needs Analysis - demonstrated ability to determine whether a performance problem is caused by knowledge, skill, behavior, process, leadership, technology, or environment)
Training performance management - experience managing throughput, graduation/pass rate, attrition, speed to proficiency, nesting performance, trainer utilization and training capacity
Executive stakeholder management - must have presented performance, risks and recommendations directly to Directors/VPs and clients. Strong stakeholder management with Operations, Quality, WFM, TAG, HR leaders and client facing teams.
Digital Learning/Transformation capability - can evidence implementing new processes, curriculum redesign, AI-enabled learning or digital learning initiatives
Experience in travel, hospitality, airline, customer service, or complex BPO environments

They stand out if (nice to haves):

Able to demonstrate strong analytical capability, including trend analysis, cohort analysis, pareto analysis, segmentation and performance driver identification.
Ability to challenge existing practices and senior stakeholders constructively using data and business rationale.
Ability to independently identify risks, develop solutions, and execute without requiring constant direction.

Assistant Manager - Training