The Sr. Training Manager leads training delivery operations, manages training managers, and ensures the effective onboarding and development of Experts across multiple lines of business, specifically launching and expanding new businesses. This role is pivotal in maintaining high training standards and driving performance outcomes.
DUTIES & RESPONSIBILITIES:
- Lead a team of technically savvy Learning and Development Specialists, including Sr.-level, spanning multiple geographies (Cebu/Iloilo, Clark/Nuvali) who implement the new expert onboarding training and continuous education experiences
- Partner with Instructional Design Team (IDT) to ensure the vision, look and feel of Asurion in all material designed
- Develop and manage new associate certification framework and curriculum to deepen agent subject matter expertise beyond baseline training established during initial on-boarding
- Manage multiple cross-functional learning and performance support projects
- Implement a framework and supporting processes to measure and communicate short-term and mid-term impact on effectiveness of training initiatives as well as key business KPI
- Facilitate Train-The-Trainer sessions to transition solutions to the Training team ensuring accurate implementation
- Collaboratively develop and conduct surveys to identify training needs based on projected production processes, changes and other factors
- Conduct talent/skill assessments and performance evaluations of team members and work with team members to create and implement professional development plans
EXPERIENCE:
- Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources of principles and methods for curriculum and training design, teaching and instruction for individuals and groups
- Develop and implement performance measurements on training effectiveness
- Knowledge of Asurion principles and processes for providing customer and personal services
- Inductive reasoning skills including the ability to combine pieces of information to form general rules or conclusions as well as finding relationships among seemingly unrelated events
- Creativity and the ability to look at the same situation in new and unconventional ways
- Capable of working in an autonomous, fast paced environment yet still set priorities and meet deadlines
- Successfully manage multiple strategic and analytic projects concurrently keeping awareness alignment of cross-functional processes and procedures
DESIRED QUALIFICATIONS:
- Bachelor's Degree OR equivalent combination of education and experience
- At least 3+ years of Sr. Management experience in people leadership in a training capacity
- 3+ years hands-on experience with mobile devices, tablets, computers, digital cameras, televisions, home audio, and/or appliances preferred
- 2+ years experience in the next gen technologies related to cloud, mobile, social, or big data
- 3+ years experience with administrative duties including submitting IT tickets and managing data
- Willing to work onsite and work on flexible schedules
