Training Manager | Banking and Financial Services

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Education & TrainingSkills: ["Communication","Coaching","Leadership","Strategic thinking","Process improvement"]

Oversee and improve training delivery for a contact center, coaching and supervising a team of 6–10 trainers/specialists. Deliver and evaluate soft and technical skills training aligned to client curriculum and qualitative standards, calibrate delivery, and monitor participant performance via KPIs. Create training materials and analysis/action plans, ensure effective classroom and nesting interactions, and manage reporting and resource planning on a regular cadence.

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FursaFursa
Sutherland
Sutherland
3 days ago

Training Manager | Banking and Financial Services

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 4 days ago

Job Summary

Oversee and improve training delivery for a contact center, coaching and supervising a team of 6–10 trainers/specialists. Deliver and evaluate soft and technical skills training aligned to client curriculum and qualitative standards, calibrate delivery, and monitor participant performance via KPIs. Create training materials and analysis/action plans, ensure effective classroom and nesting interactions, and manage reporting and resource planning on a regular cadence.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Manager level

Key Responsibilities

  • •Observe and review training delivery, coach trainers/specialists, and supervise training and nesting operations.
  • •Manage and supervise a team of 6–10 trainers/specialists, training classes as needed and delivering trainer demos.
  • •Provide technical and soft-skills coaching to ensure conformance to curriculum and client qualitative standards; coach staff to run effective individual, group, and class interactions.
  • •Assess and monitor participant and class performance using KPIs; prepare analysis and action plans to improve trainer and training delivery.
  • •Prepare regular internal/external training reports, plan and plot in resources weekly/bi-weekly/monthly, and maintain routine client/learner interaction.

Key Requirements

  • •Bachelor’s degree in any field (Education or Communication preferred).
  • •5 to 6 years of training experience in a contact center environment, including 3 years as a people manager.
  • •Strong English verbal and written communication skills.
  • •Excellent working knowledge of Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
  • •Strategic problem-solver who can develop solutions and process improvements, with willingness to work shifting/graveyard schedules.
Skills:CommunicationCoachingLeadershipStrategic thinkingProcess improvement
Languages:English
Tech Stack:Microsoft OfficeExcelPowerPointWordOutlook

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor