BPO Associate Training Manager (With Collection or Financial Experience)

Role, Purpose, and Scope

The Training Associate Manager acts as a vital bridge between operational training execution and strategic program development. This role combines hands-on training delivery, team leadership & development, with program design, performance analysis, and strategy implementation. The Training Associate Manager will oversee daily training operations, mentor trainers, and collaborate with key leadership to ensure learning initiatives directly support organizational goals.

Major Responsibilities

1. Operational Leadership & Team Supervision

• Direct and support trainers in their day-to-day execution of onboarding and ongoing learning modules.
• Conduct regular performance evaluations, coaching, and developmental feedback for the training staff.
• Monitor Trainers including training class observation, coaching and succession planning regarding both internal and client competencies
• Manage training schedules, venue/platform logistics, and resource allocation across multiple projects or departments.
• Ensure compliance of the New Hire Training processes, including gap analysis and remediation
• Provide both written and verbal weekly and monthly readouts on trainer development and client initiatives to key stakeholders
• Attend data collection, meetings, and engage in providing feedback and action planning as part of the closed loop process
• Work with Delivery in assessing training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
• Ensure compliance of training staff and new hires to mandatory requirements including but not limited to: Mandatory courses, BGV, MTJ, NDA/ZTP acknowledgement, etc.
• Be responsible for Trainer performance management, interview process, onboarding and both internal and client certification requirements.
• Review performance against objectives on a regular basis (in addition to mid-year and full year appraisal) providing feedback/coaching. Agree amendments as required.

2. Program Design & Curriculum Optimization

• Partner with the Training Group Manager and client to translate program strategies into actionable learning solutions and blended curricula.
• Evaluate existing instructional materials, updating content to align with shifting business processes, product changes, and industry best practices.
• Leverage e-learning tools and Instructional System Design (ISD) methodologies to modernize learning assets.

3. Training Delivery & Facilitation

• Able to lead new hire training together with high-priority, complex, or leadership-level training sessions (e.g., supervisor development, specialized technical certifications).
• Facilitate Train-the-Trainer (TTT) workshops to upskill lower-level trainers and subject matter experts.

4. Performance Analysis & ROI Tracking

• Track and report on key learning metrics, such as completion rates, assessment scores, employee performance post-training, and ROI.
• Conduct skill gap analyses across departments to identify targeted training interventions.
• Oversee administration and reporting within the Learning Management System (LMS).

Education Requirements:

• Preferred: 4 Yr. degree -BS/BA or 3 to 5 years of work experience

Professional Certifications:

• Preferred: 3-5 years of work experience
• Preferred: Relevant Professional qualifications (e.g., ITIL, Lean Six Sigma, PMI)

Additional Skills Required

• Languages (varies depending on the location and market supported) - 90% / C1 Proficiency
• Microsoft Office Suite (PowerPoint, Excel, Outlook, Word, Teams) - Advanced Proficiency
• Google Workspace (Sheets, Slides, Gmail, Docs) - Intermediate Proficiency

Candidate Background: Skills, Knowledge, and Abilities

• Training Delivery and Classroom Management Skills
• Adult Learning Styles and Learning Strategies
• Coaching and Mentoring Skills
• Module and Assessment Development
• Strong Analytical Thinking and Problem-Solving Skills
• Ability to assess issues, identify root causes, and prioritize and execute solutions
• Proven self-initiative with the ability to work both independently and collaboratively in a team environment
• Self-motivated, results-oriented, and capable of managing multiple priorities
• Strong presentation, listening, organizational, and planning skills
• Highly proficient in time management, planning, and prioritization activities