The role is responsible for providing high quality systems/applications/product/process and soft skills training design, development and delivery for our centre. Ensuring stakeholder expectations are aligned to their training needs and delivered on time. Ultimately responsible for training and certifying trainers. The Training Manager role also maintains and owns all logistical requirements needed pre and post training sessions (ex: ensuring UAT/Training Environment access is ready, training records management, post-training reports).

Responsibilities:

Stakeholder Management– Ensure that learning needs of all stakeholders of assigned APAC countries are managed. This includes:

Conducting Training Needs Analysis (TNA) Design & develop targeted and specific training curriculum based on the TNA results. Aligning with stakeholders on the following training requirements:

- Training Agenda

- Training Methodology

- Training Schedules

- Training Participants

Collaborate with business owners at all levels to identify project and training requirements. Design and Develop Role-Based Systems, Product, Process and People Skills Training.

The systems, product, process training and people skills training required for all employees at the centre. Systems, product, process and people Training should be applicable and relevant to roles and functions of the end‐user.

Collaborate with system project leads or business owners to develop new training materials (i.e. handouts, quick reference guides and PPT), presentation materials, job aids, and knowledge checks for facilitator-led and online training.

Ensure that the design and development of each modules follow this framework:

Why/Purpose What How

Technical Competency ‐‐ Ensure that the design and development of the training modules and activities are applicable to the function of the role of the user. This includes system navigation of the tool enabling the user to utilize the system with the aim of being able to do his/her day-to-day task in line with their role in the business.

Systems and Process Competency – Ensure that the design and development of the training modules and activities include process and systems integration aligned with the tasks for each role and function.

Product Knowledge – Ensure that the design and development of the training modules and activities include:

Product types and coverage Policy Details Features and benefits and how to addresses different customer needs Limitations

People/Soft Skills ‐‐ Ensure that the design and development of the technical competency training modules and activities will have their corresponding soft skills training with them.

Design certification and knowledge checks that are relevant to the function. Ensure that questions and case studies used is relevant to the current role and job they have.

Updates and maintains training materials in coordination with the Regional project team. Monitors that materials are accurate and ensures the latest version is available for distribution

Role-Based Systems and People Skills Training.

Ensure that the delivery of each module follows this framework:

- Why/Purpose

- What

- How

Facilitate discussions and use the participants experiences instead of telling them what needs to be done. Promote self‐ discovery through questioning. Use relevant analogies and examples to explain certain points. Focus more time on hands‐on practices and practical applications – either through face-to-face facilitation or remote facilitation

Provide Post-Training Support for all departments – Support end-users outside of formal training by responding to user queries, providing floor support post-training, sharing updated training materials and maintaining online forums.

Exercise Good Training “Housekeeping” tasks

Ensure that Training Records are properly managed (training attendance records, training sessions delivered, certification results) Develop training evaluation tools, review end-user satisfaction surveys, and implement necessary action to improve course material effectiveness.

Provide Adhoc/Regional Training Requested/Needed

Ensure that TNA is conducted to determine if training is needed to improve business requirements. If training is needed, design, develop and deliver the training ﴾follow protocols on other goals for this﴿ If training is not needed, collaborate with stakeholder the best course of action.

Skills & Experience required:

8+ years of professional experience in the field of corporate/organizational training At least a bachelor’s degree in a related field required (including but not limited to business, HR, education) Experience with people management Expert knowledge in training principles and concepts (ex: adult learning principles, Kirkpatrick, etc) Expert in managing knowledge transfer by delivering a facilitation-based type of training Expert knowledge in instructional design and training material development Systems training experience Experience in BPO and Insurance Operational Process highly desirable