Deskripsi Pekerjaan
Join WNS, a global leader in Business Process Management (BPM), as a Training Team Lead for our highly specialized P&C (Property & Casualty) Insurance Account at our state-of-the-art facility in Quezon City, Metro Manila. This is a critical leadership role where you will be responsible for developing, mentoring, and leading a high-performing team of trainers to deliver unparalleled training experiences.
As the Training Team Lead, you will drive the entire training lifecycle—from new hire onboarding to continuous professional development—ensuring that our client's rigorous standards of excellence are not just met, but consistently surpassed. You will partner closely with Operations, Quality Assurance, and Client stakeholders to analyze training needs, design impactful curricula, and cultivate a culture of continuous learning.
We are looking for a passionate and strategic leader who thrives in a fast-paced BPO environment. If you have a strong background in training and development, particularly within the insurance or financial services sector, this is your opportunity to make a significant impact on a major global account while advancing your career with a world-class organization.
At WNS, we invest in our people. You will have access to the latest learning technologies and methodologies to build a world-class training organization. Apply now and take the next step in your leadership journey!
Tanggung Jawab
- Lead, mentor, and manage a team of trainers, providing consistent coaching, constructive feedback, and performance management to ensure exceptional training delivery and outcomes.
- Oversee the end-to-end training process for new hires and tenured agents, including curriculum design, facilitation, evaluation, and nesting support.
- Collaborate with Operations, Quality, and Client stakeholders to identify specific training needs and align programs with evolving business goals and P&C insurance regulatory requirements.
- Analyze training metrics (e.g., Net Promoter Scores, test results, nesting attrition, and production readiness) to identify trends and implement strategic improvements.
- Develop and maintain comprehensive training materials, manuals, and e-learning modules that are engaging, accurate, and fully compliant with industry standards and client specifications.
- Conduct regular Train-the-Trainer (TTT) sessions to ensure standardized, high-quality delivery across the training team.
- Manage resource allocation, training schedules, and capacity planning to meet client hiring surges and steady-state requirements.
- Champion the adoption of innovative instructional design models (ADDIE, SAM) and digital learning tools to enhance the learning experience.
Kualifikasi
- At least 2-3 years of experience as a Training Team Lead, Training Manager, or Senior Trainer within a BPO or contact center environment.
- Demonstrated success in managing, developing, and motivating a team of trainers or facilitators to achieve performance goals.
- Strong background in P&C Insurance (Property & Casualty) or a related financial services account is highly preferred and considered a significant advantage.
- Exceptional presentation, facilitation, and public speaking skills with the ability to engage diverse adult learners.
- Proficiency in instructional design methodologies (ADDIE, SAM) and experience with Learning Management Systems (LMS) and reporting tools.
- Analytical mindset with proven ability to interpret data (training effectiveness, agent performance metrics) and drive actionable, data-driven decisions.
- Excellent interpersonal and stakeholder management skills, with the ability to influence and build consensus at all levels of the organization.
- Bachelor's Degree in any field (Education, Psychology, Organizational Development, Business Management, or equivalent experience is highly desirable).