Training Manager

LOCATION: CEBU, PHILIPPINES
JOB TITLE: TRAINING MANAGER

Roles & Responsibilities:
• Manage Process and Non Domain training delivery .
• Help to improve Operations performance on quality and production targets by ensuring training effectiveness and addressing skill gaps.
• Manage Training Throughput.
• Participate and contribute in client calls (ABR's, MBR's & QBR's), management meetings and department meetings.
• Conduct performance appraisals & reviews for Trainers and Training Leads.
• Identify training needs and arrange for training, re-training and cross training, as required.
• Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training.
• Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures.
• Facilitate to meet contractual obligations and client expectations.
• Assess & forecast training requirements based on client communication and incoming volume.
• Ensure effective KA / KT during transitions of processes.
• Coordinate with the HR/TA functions to recruit per expected volume and required skill sets.
• Draw a plan of action in coordination with Managers, Leads and the Quality team based on feedback from Ops and Client.
• Drive central initiatives of Training function.
• Ensure complete KT of Standard Operating Procedures (SOP) and other documentation for new workstreams.
• Administrative work management, Classroom Observations (COF), etc.
• Manage stakeholders and spearhead projects/initiatives with the help of the team.
• Regularly review the performance on the program with the client and ensure that gaps are closed quickly.
• Ensure periodic reporting and dashboards on the performance and the growth plans.
• Participates in weekly and monthly business reviews with the client stakeholders & Operations team to ensure training plans are on track and in sync with process requirements.
• Develop and drive Knowledge Management and Control mechanisms around training & should possess good knowledge of Learning Management System (LMS).
• Develop team excellence.
• Ensure certification & recertification of Domain Trainers and SMEs is on track.
• Collaborate effectively with Operations and all stakeholders to drive business goals.
• Should be highly effective in client management.
• Plan and execute Leadership and Behavioral developmental programs in collaboration with the Training and L&D team.
• Ensure process compliance with applicable Quality Standards and Client specific processes.

Desirable Skills:
• Good working knowledge of computer i.e., MS-Office, Excel and PPT.
• Should have a excellent understanding of Knowledge Management and Quality processes
• Should have excellent analytical skills, Training Need Identification (TNI), Change control and ability to work independently.
• Good understanding of airline & travel industry is a must .
• Detail oriented with ability to organize tasks well.
• Excellent verbal & written communication & presentation skills.
• Good Interpersonal & people management skills with good problem solving approach.
• Good client relationship management skills and experience will be preferred.

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