Senior Training Manager

BGC, Taguig, Philippines

Full Time

Senior Manager/Supervisor

Job Summary

The Senior Training Manager is a strategic and operational leader responsible for overseeing the end-to-end training function across one or multiple programs, sites, or clients. This role manages the operational and fiscal performance of the training organization, drives continuous improvement, and ensures training strategies directly support business objectives and client outcomes.
The Senior Training Manager leads Training Managers and senior training leaders and or entry-level trainers and partners closely with Operations, Quality, HR, and clients, and is accountable for training effectiveness, team performance, engagement, and attrition across the training ecosystem.

Success Measures / KPIs include but not limited to the following:

Training effectiveness and operational readiness metrics
Trainer, agent, and overall program attrition rates
Speed to proficiency and training efficiency improvements
Engagement and performance scores across training teams
Compliance with company and client performance metrics

Key Responsibilities

Strategic Leadership & Governance

Provide strategic direction and leadership for the Learning and Development function, ensuring alignment with company goals and client expectations
Lead, mentor, and develop training managers and senior training leaders to build a high-performing, scalable training organization

Establish governance, standards, and best practices for training delivery, evaluation, and continuous improvement
Serve as a senior advisor to operations and executive leadership on training strategy and workforce readiness

Training Operations & Delivery Oversight

Oversee all aspects of training delivery across programs, ensuring consistency, quality, and compliance with company and client standards
Ensure training solutions effectively address performance gaps and support operational readiness at scale
Monitor training capacity planning, resource allocation, and readiness to support business growth and transitions

Process Improvement & Operational Excellence

Drive the design, implementation, and optimization of training processes to improve efficiency, accuracy, and speed to proficiency
Leverage systems, data, and performance insights to continuously improve training operations and outcomes
Lead cross-functional initiatives to streamline workflows and enhance bottom-line results through improved training effectiveness

Stakeholder & Client Partnership

Partner closely with Operations, Quality, HR, Workforce, and clients to resolve complex training-related issues
Translate business and client requirements into scalable training strategies and execution plans
Represent the Learning and Development function in senior leadership and client-facing discussions

Performance Management, Metrics & Accountability

Own and manage key training performance metrics, including training effectiveness, readiness, throughput, and quality outcomes
Maintain accountability for training-related attrition, including trainers, agents, and overall program attrition

Ensure adherence to company key performance objectives, indicators, metrics, and ratios to maximize organizational performance
Analyze trends, risks, and opportunities and proactively implement corrective or improvement actions

People Leadership, Engagement & Talent Development

Lead performance management, succession planning, and talent development initiatives for training leaders and teams in partnership with the Core and Capability team
Create and sustain a positive, inclusive, and motivating work environment aligned with company values

Required Skills & Competencies

Senior-level leadership and people management capability with strong business acumen and operational mindset
Expertise in large-scale training delivery and L&D operations
Advanced stakeholder and client management skills
Data-driven decision-making and performance optimization
Change leadership and continuous improvement expertise

Experience & Requirements

7+ years minimum of progressive experience in Learning & Development or Training Operations, preferably in a BPO or similar environment.
Proven experience leading managers and overseeing multi-program or multi-site training operations.
Preferably with US visa or passport
Willing to travel to support multiple sites

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