Manager - Talent Transformation-Common TRG

Date: 22 Aug 2025

Location:

National Capital Region (NCR), Philippines, Philippine

JOB PURPOSE:

The purpose of this role is to manage and develop the training team supporting assigned process/es. Role may cover Pre-process, Process, and Certification ensuring operational and client metrics are aligned with training.

ORGANISATIONALCHART:

VP – GM-Training -- Sr. Manager-Training -- Manager-Training –

Assistant Manager-Training – Sr. Executive-Training / Executive-Training

PRINCIPLE ACCOUNTABILITIES:

EXPECTED END RESULTS	MAJOR ACTIVITIES
Managing day to day activities of training staff and liaising with different departments for TNI, communication and follow up	Conducting meetings with internal team and functional departments
Responsible for selecting, developing, and managing performance of direct/indirect reports	Hiring new employees Developing KRAs Conducts coaching and feedback
Perform periodic assessment of classroom/facilitation skills of direct reports	Trainer Certification Classroom / Virtual Observation Hiring Observations
Develop and manage project work plans and timelines	Training projects to address program requirements Action Plan Development
Management of periodic training reports	MIS
Training Curriculum Development	Training Curriculum Management and Updating of Content Provides feedback to respective clients / Instructional Design Team for curriculum and content revisions
Client Interaction	Prepares and presents Weekly/Monthly/Quarterly Reviews
Compliance	Ensure adherence to the Security Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary Policy and Learning Agreement
Business Development Efforts	Provides input pertinent to training during RFP process
Employee Retention	Works with cross-functional departments and leads the team in participating and contributing to employee retention plans

Other Duties –

Implement training programs: These programs must be evaluated and adjusted as necessary to ensure that they're as effective as possible.

Confer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factors.

Analyze training needs to develop new training programs or modify and improve existing programs.

Track training commitments to internal and external stakeholders

Develop training program and trainee status reports for line managers, and assist line managers in identifying and resolving human performance issues

4. MAJOR CHALLENGES:

Absenteeism – manage attendance and punctuality within the team and new hire classes

New Hire Attrition – reviews attrition trends and develops action plans for employee retention

Training Ramp and Schedules – schedules and manages new hire and refresher trainings to meet client and operations’ projections

Dependencies on other functions/departments – manages and promotes interaction across cross-functional teams

Training Projects related to Operational metrics – supervises trainer’s compliance on action plans and initiatives developed to drive operational metrics

Ensure adherence to the Security Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary Policy and Learning Agreement

5. KEY DECISIONS:

Identifying training needs of agents

Hiring and development of trainers

Key business decisions on managing training resources and initiatives to drive operational and client metrics

6. DIMENSIONS:

Training Operations Efficiency

Training Throughput

Quality Scores

Training Feedback Scores

Product Update Management

Team Supervision

Projects / Value Adds

7. SKILLS AND KNOWLEDGE:

EDUCATIONAL QUALIFICATIONS –

Graduate of any discipline with above average academic profile

RELEVANT EXPERIENCE –

3-4 years of BPO proven experience in a manager role preferably in training

4-5 years of experience in training of travel or related process and applications

Knowledge of CRS / GDS

Experience in Airline Reservations (Domestic or International).

Highly computer literate with proficiency in MS Office and related business and communication tools.

Familiar with traditional and modern training processes.

Fantastic organizational and time management skills.

FUNCTIONAL COMPETENCIES –

Leadership and Managerial Abilities

Analytical and Methodical Abilities

Problem Solving Ability

Customer Management

Decision Making Skills

Collaboration Skills

Coordination / Team Work

Business and Commercial Acumen

Building and Nurturing Partnerships

Technical and Functional Expertise

BEHAVIORAL COMPETENCIES –

Achieve Results

Service & Delight your customers

Collaborate and partner with others

Engage, inspire and develop people

Nurture innovation & lead change

Think like an entrepreneur

KNOWLEDGE, SKILLS, OTHER ABILITUIES –

Excellent people and team management skills

Excellent analytical and problem-solving skills

Excellent oral and written communication skills

Initiative, independent, and customer focused

Focused towards compliance with client’s policies and procedures

Excellent in managing workflows and forecasting and mitigating risks

Excellent in operational excellence

Lead and coach the Trainers and Training Leads on process knowledge and team management

Excellent in handling customer escalations

Experience in International BPO

Flexible to work in any shift

Knowledge of GDS/CRS (Reservations/ Ticketing/ Fares)

Exposure on ISO 9001, 27000 implementation & audits preferred

Lean certification & ISO lead auditor certification is preferred

PERSONAL CHARACTERISTICS & BEHAVIOURS --

Critical Thinker

Strategic and creative mind-set

Meticulous attention to detail

Facilitators of Change and Learning

Flexible and adaptive to work schedules

No criminal records

No active violations and/or disciplinary memos

Has positive behaviour and background

High level of integrity, judgment, accountability, and follow-through