Job Description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Business Interlock Senior Manager WORK SETUP: Hybrid OVERALL PURPOSE: Leads the end-to-end learning agenda for Customer Service and Contact Centre operations across voice, chat, email, social and omnichannel services. Aligns learning strategy, governance and delivery with client needs, business priorities, customer experience outcomes and AI-enabled transformation. RESPONSIBILITIES: . Own the end-to-end learning agenda for Customer Service and Contact Centre operations across voice, chat, email, social and omnichannel services. . Understand client contracts, SLAs, customer journeys, operating models and key metrics including CSAT, NPS, FCR, AHT, quality and attrition. . Partner with business, client, operations, quality and workforce teams to identify, prioritize and address learning requirements. . Conduct training needs analysis using performance data, quality trends, customer feedback, analytics and stakeholder inputs. . Define capability-building strategy and learning roadmaps aligned with business priorities and leadership direction. . Lead design and delivery of onboarding, nesting, product/process, systems, communication, customer handling, upskilling, cross-skilling and compliance programs. . Manage the complete learning lifecycle from intake, scoping and design through development, delivery, certification, evaluation and refresh. . Link learning programs to measurable outcomes including speed to proficiency, CSAT, FCR, AHT, quality and attrition. . Partner with operations and quality teams to strengthen coaching, calibration and refresher interventions. . Establish learning governance covering standards, prioritization, content control, trainer certification, compliance and audit readiness. . Lead operational, business and executive governance reviews to track progress, risks, issues, impact and decisions. . Define and report learning KPIs through dashboards and data-driven insights, covering effectiveness, certification, attrition, cost and customer experience impact. . Optimize training capacity, trainer utilization and learning costs in line with hiring plans, volumes and budgets. . Serve as the learning point of accountability for delivery leadership, client executives and enabling functions. . Act as a trusted learning advisor, identifying capability risks, resolving escalations and recommending solutions. . Drive innovation through AI-enabled learning, predictive analytics, simulations, AI role-play, digital platforms and microlearning. . Prepare advisors and leaders to effectively work with AI agent-assist, chatbots and automation. . Lead learning interventions for transitions, new launches, ramp-ups, peak periods and product, policy or system changes. . Ensure knowledge continuity through effective knowledge capture, transfer and maintenance. . Lead and develop direct reports and extended trainer, coach and SME teams, driving continuous improvement and accountability. OTHERS: Project Shift Schedule: Mid Shift Project Rest Day: Weekends Off Project/Team Location: Taguig, Uptown Bonifacio Tower 2

SKILL AND QUALIFICATIONS: . At least 12 years of work experience in Training . At least 10 years of supervisory/TL experience . With experience in Customer Service, Contact Center and Voice . Excellent communication skills Additional Flex: . Role open to both BPO and non-BPO profiles, with a preference for BPO

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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