Training Manager - Country
• Scaled Learning Solutions: Design and provide performance-focused learning solutions for 5000+ collection agents to drive strategic changes and organizational effectiveness in distributed call centers. • Learning Management (ADDIE): Led Curriculum design to ensure employee development and business capacity, including onboard training program, skill enhancement program, soft-skill, and leadership training program. • Project Management: Oversaw projects to ensure changes for new product knowledge roll-out, system replacement, business strategy and process adjustment, and communication scripts, and compliance requirements.• Produced Massive Communication to cascade information regarding business knowledge, product, and process update.• Leadership and learning management: including hiring and developing trainers to ensure training capacity, building up training teams from zero to one to support call center establishment in three cities. Control training quality by designing and implementing a training evaluation scheme and trainers’ performance indicators. Empower trainers and training team leaders to continuously improve programs by analyzing performance data and end-user feedback • Collaboration with Stakeholders: Work with business leaders, subject matter experts, and HR partners to calibrate business strategy understanding, drive a cross-functional collaboration to achieve change initiatives and business targets. • Serve as a learning point of contact: associate the short-term and long-term learning plan, develop the roadmaps of capabilities, report updates on the development of learning assets and overall learning strategy, manage the training budget. • Led and maintain knowledge management, training material management, e-learning platform, knowledge test systems.
