Associate Training Manager

DUTIES & RESPONSIBILITIES:
• Reports to the Senior Training Manager and collaborates with Operations, Workforce, and Business Excellence in providing solutions based on training needs
• Oversees the delivery of training in multiple sites
• Manages all training requirements for all handled accounts
• Coordinates with the client regarding changes and/or edits needed on the training curriculum
• Align training resources per the needs of Operations
• Oversees the certification of trainers
• Works with Operations, Workforce, and Business Excellence to understand the focused areas of the current agents, to institute into the training process
• Undertakes guidance and coaching of Line Trainers
• Develop and implement report methodologies, including training effectiveness and feedback surveys
• Researches, writes, and creates new training materials to align all training resources based on the needs and plans
• Develops, analyzes, and evaluates training requirements
• Arranges classes, training rooms, training materials, trainers, and other resources necessary.
• Trains, mentors, and enhances skills of Line Trainers
• Facilitates governance to discuss training performance and address areas for opportunities based on the training need analysis of the team
• Keeping and archiving a library of product knowledge and soft skills material/modules
• Ensures training completion regarding leadership development of employees with job grades of MS1 and above
• Provides training relative to the learning and development of employees based on identified strengths and areas for improvement
• Provides training for the supervisory level in creating development plans for their subordinates
• Responsible for the implementation of individual development plans and its progress
General Safety and Security
• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate
COMPETENCY REQUIREMENTS:
With Basic Competency Level in ff.:
• Product Knowledge
With Moderate Competency Level in ff.:
• Communication Skills (Spoken & Written)
• Computer Literacy
• Sense of Urgency
• Working in Teams/Interpersonal Skills
• Work Organization
• Strategic Capability
• Training Needs Analysis
• Training Design & Development (Instructional Design)
• Coaching
• Process Improvement
• Performance Management
• Discipline Management
• Conflict Management
• Fiscal Management
• Business Acumen
• Change Management
• Planning, Organizing, Controlling
• Influencing / Negotiating
• Partnering
With Expert Competency Level in ff.:
• Customer Service Orientation
• Job Knowledge
• Passion for Excellence
• People Management/ Team Orientation
• Drive for Results/ Execution
• Thriving in Change
• Expertise/ Analytical Skills
• Problem Solving
• Presentation Skills
• Facilitation Skills
OTHER REQUIREMENTS:
Reports to:
Senior Training Manager
Education and/or Experience:
Graduate of a Bachelor’s Degree without experience.
Graduate of an Associate Degree (2-year vocational course) with 6 months customer service experience.
College Undergraduate / (completed 2 years) with 6 months customer service experience.
Certificates, Licenses, Registrations:
N/A
Work environment:
The work environment is professional office workplace. Business casual attire.
Physical demands:
Requires evening or graveyard work
May require overtime, weekend, or holiday work depending on business needs
Work demands:
• Reports to office but may require work at home set-up
o The work environment consists of designated work area at home
o Home internet service provider with minimum of 10-15 mbps upload/download speed
o Smart mobile phone compatible with authentication requirement as applicable
• Able to establish, implement and continuously improve the quality information security policies assigned to him/her
• Able to establish structure and procedures to protect classified information
• Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality

Associate Training Manager

DUTIES & RESPONSIBILITIES:

•    Reports to the Senior Training Manager and collaborates with Operations, Workforce, and Business Excellence in providing solutions based on training needs
•    Oversees the delivery of training in multiple sites
•    Manages all training requirements for all handled accounts
•    Coordinates with the client regarding changes and/or edits needed on the training curriculum
•    Align training resources per the needs of Operations
•    Oversees the certification of trainers
•    Works with Operations, Workforce, and Business Excellence to understand the focused areas of the current agents, to institute into the training process
•    Undertakes guidance and coaching of Line Trainers
•    Develop and implement report methodologies, including training effectiveness and feedback surveys
•    Researches, writes, and creates new training materials to align all training resources based on the needs and plans
•    Develops, analyzes, and evaluates training requirements
•    Arranges classes, training rooms, training materials, trainers, and other resources necessary.
•    Trains, mentors, and enhances skills of Line Trainers
•    Facilitates governance to discuss training performance and address areas for opportunities based on the training need analysis of the team
•    Keeping and archiving a library of product knowledge and soft skills material/modules
•    Ensures training completion regarding leadership development of employees with job grades of MS1 and above
•    Provides training relative to the learning and development of employees based on identified strengths and areas for improvement
•    Provides training for the supervisory level in creating development plans for their subordinates
•    Responsible for the implementation of individual development plans and its progress

General Safety and Security
•    Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
•    Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
•    Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate

COMPETENCY REQUIREMENTS:

With Basic Competency Level in ff.:
•    Product Knowledge

With Moderate Competency Level in ff.:
•    Communication Skills (Spoken & Written)
•    Computer Literacy
•    Sense of Urgency
•    Working in Teams/Interpersonal Skills 
•    Work Organization
•    Strategic Capability
•    Training Needs Analysis
•    Training Design & Development (Instructional Design)
•    Coaching 
•    Process Improvement
•    Performance Management
•    Discipline Management
•    Conflict Management
•    Fiscal Management
•    Business Acumen
•    Change Management
•    Planning, Organizing, Controlling
•    Influencing / Negotiating
•    Partnering

With Expert Competency Level in ff.:
•    Customer Service Orientation
•    Job Knowledge 
•    Passion for Excellence
•    People Management/ Team Orientation
•    Drive for Results/ Execution
•    Thriving in Change
•    Expertise/ Analytical Skills
•    Problem Solving
•    Presentation Skills
•    Facilitation Skills
OTHER REQUIREMENTS:

Reports to:  
Senior Training Manager

Education and/or Experience: 
Graduate of a Bachelor’s Degree without experience.
Graduate of an Associate Degree (2-year vocational course) with 6 months customer service experience.
College Undergraduate / (completed 2 years) with 6 months customer service experience.

Certificates, Licenses, Registrations: 
N/A

Work environment: 
The work environment is professional office workplace. Business casual attire.

Physical demands: 
Requires evening or graveyard work
May require overtime, weekend, or holiday work depending on business needs

Work demands:    
•    Reports to office but may require work at home set-up
o    The work environment consists of designated work area at home
o    Home internet service provider with minimum of 10-15 mbps upload/download speed
o    Smart mobile phone compatible with authentication requirement as applicable
•    Able to establish, implement and continuously improve the quality information security policies assigned to him/her
•    Able to establish structure and procedures to protect classified information
•    Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality
 

Quezon City, Bridgetowne ZetaPhilippines