AVP, Training (BPO Healthcare)
AVP, Training (BPO Healthcare)
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1 Vacancy
Job Description
Job Description
Reporting to: Global Head Training
Location: Manila PH (Quezon City)
Working Hours/ Days: 9 Hours / 5 Days a Week
Shift: Late midshift (6pm start)
Role Overview
This role is part of a dynamic team working closely with Training Operations and Quality teams to oversee new hire training and ensure the quality performance of newly trained employees. The AVP Training will plan and execute interventions during the on-the-job training phase to maximize efficiency and effectiveness.
Key Responsibilities
Oversee and manage the training budget while ensuring a strong return on investment.
Partner with Operations to manage training programs effectively.
Drive key initiatives and continuous improvements across identified lines of business.
Ensure employee engagement through training voice-of-employee (VOE) and stakeholder feedback management.
Develop team members for future growth.
Manage attrition and ensure batch throughput aligns with business targets while maintaining high first-pass yield.
Oversee batch productivity and quality up to 90 days post-classroom training.
Establish review cadences and performance benchmarks reporting to management.
Work with clients and internal teams on content change management effectiveness and availability.
Identify and manage stakeholders ensuring performance reviews and improvement plans are in place.
Invest in self and team development through upskilling cross-skilling and individual development plans.
Initiate and participate in major training improvement initiatives.
Lead a team of trainers and master trainers toward achieving team goals and objectives.
Drive ongoing content review analysis and improvements.
Implement cost control through optimized resource management including trainer availability and batch handover timelines.
Leadership & People Development
Inspire and lead as the subject matter expert of the function.
Design and drive key people metrics.
Promote diversity and inclusion within the organization.
Mentor and coach operational and leadership values.
Enhance employee retention and engagement.
Develop and implement succession planning strategies.
Qualifications & Skills
Mandatory:
Bachelors or postgraduate degree with relevant training certifications.
At least 14 years in U.S. healthcare process training.
At least 7 years in training leadership roles (payer/provider background preferred).
- Thorough understanding of US health care (ERISA/HIPAA/State Mandates) Not Mandatory
Experience transitioning from traditional to digital learning methods.
Strong knowledge of training delivery and facilitation including virtual environments.
Proven participation in training improvement projects.
Research and analytical skills to evaluate training effectiveness.
Awareness of compliance and audit parameters such as ISO and ISMS.
Proficiency in MS Office tools.
High levels of integrity maturity and people management skills.
Preferred:
Deep understanding of operational metrics and targets.
Experience with continuous process improvement initiatives.
Knowledge of global training practices and methodologies.
Core Competencies & Responsibilities
Needs Assessment
Analyze training needs and develop programs to address them.
Work with operations managers to tailor training based on departmental needs.
Evaluate individual trainees competency levels for customized training approaches.
Training Delivery
Present training programs effectively when required.
Ensure deep subject matter expertise to handle trainee inquiries.
Assess trainee progress and adapt programs as needed.
Training Administration
Manage training programs and people efficiently.
Evaluate training outcomes and maintain detailed records.
Monitor training costs and optimize resource utilization.
Content Evaluation & Design
Ensure training materials remain current and relevant.
Manage learning content availability and effectiveness.
Measure content effectiveness through certification pass rates on-the-job training success and quality interventions.
Operational Responsibilities
Ensure 100% certification before trainees transition to operations.
Collaborate with quality and operations teams to implement refresher training as needed.
Amend process documentation and communicate updates effectively.
Conduct knowledge assessments and create action plans.
Uphold organizational policies regarding performance improvement and people management.
Visionary Competencies
Sound Judgment & Decision Making: Quickly assess and resolve business issues.
Initiative & Leadership: Develop and drive strategic visions.
Teamwork: Promote collaboration across global initiatives.
Effective Communication: Ensure clear and active communication across all levels.
Diversity & Inclusion: Leverage diverse team strengths for innovation.
Customer Focus: Align structures and strategies to meet customer needs.
Work Environment & Culture
The company fosters a supportive and engaging workplace offering strong growth opportunities training programs and exposure to international clients. Employees benefit from competitive medical coverage leave policies and a variety of engagement activities ensuring a balanced work-life experience.
This role offers an exciting opportunity to make a meaningful impact in training and development while driving continuous improvement and innovation.
Employment Type
Full-Time
