Manulife Business Processing Services
Manulife Business Processing Services

Training and Quality Manager  

Manulife Business Processing Services

  • Quezon City, Philippines
    Quezon City, Metro Manila, Philippines
    Quezon City
    Metro Manila
  • ₱69,000.00 - ₱110,000.00 / month
  • Full timeFULL_TIME

Expired 3 months ago

Job closed.

Job Description

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering the Training & Quality Manager with the resources to solve critical problems for the future of our business, which is why we need you. This role is accountable for the design and execution of leadership programs for managers and high potential employees including collaborating with business units and HR Partners to execute functional leadership effectiveness development initiatives.

Key Accountabilities:

  • Drive and execute global and location leadership development strategy across MBPS organization supporting the Leadership DNA framework and Manulife Values
  • Collaborate with HR Partners, Learning Business Partners, and stakeholders to assess capability, talent and leadership needs through diagnosis and providing relevant learning solutions and development approaches to address competency gaps and grow talent
  • Design career and development programs including partnering with relevant HR functions for mobility/rotation activities to enable development
  • Build an integrated development approach for MBPS and drive its overall success
  • Provide Consultancy and Advisory to HR Partners, Leaders and Learning Champions on career and leadership related interventions by recommending leadership development pathways, embedding global leadership courses, and creating high impact learning solutions.
  • Deliver/facilitate, measure, and maintain MBPS Leadership Programs
  • Inspire a continuous development culture within MBPS
  • As a T&Q Manager - stay updated with best practices across leadership portfolios and current market trends to support the strategic needs

Project Leadership (70%)

  • Create and implement project plans for all medium and large sized CX projects that impact Learning & Design
  • Create and manage project schedules and milestone deliveries
  • Communicate with internal and external teams throughout the project lifecycle
  • Collaborate with the Learning Business Partners to review and interpret project impact assessment documents
  • Attend and play active role in project meetings that have significant impact to Customer Experience, assessing, documenting, and communicating project and learning impacts
  • Collaborate with Learning Business Partner and Learning Delivery Managers to organize train the trainer sessions on projects in preparation for implementation
  • Plan, monitor and evaluate project success through multiple levels of learning evaluation
  • Lead post implementation reviews at the end of project deliveries
  • Accountable for project time tracking

Change Management & Risk Identification (20%)

  • Manage dynamic aspects of a project simultaneously (changes to deadlines, performance specifications and requirements) and guides others to achieve project objectives
  • Liaise with internal and external stakeholders, ensuring all learning risks & dependencies, content requirements, resource management issues are followed up, actioned, and recorded
  • Guide others to effectively manage project constraints and conflicting task dependencies as part of the project lifecycle
  • Manage relationships with other project representatives (project managers, sponsors, IS partners, business analysts, and Customer Experience leaders) to ensure effective training readiness and project success
  • Identify and raise risks, scope changes and barriers in projects to the Learning Business Partners
  • Identify project risks and collaborate to initiate the risk-mitigation process

Project Management Best Practices (10%)

  • Apply project management best practices to all stages of the project lifecycle
  • Identify opportunities to leverage learning and best practices across projects and identify gaps or conflicts between concurrent projects
  • Seek and utilize current project/resource management tools and resources

Minimum Qualifications

  • Education: University/College graduate of any related course
  • Experience: At least seven (7) years of experience handling both Training and Quality; strong preference for candidates who have experienced a 2-in-1 or hybrid role in a high-volume, shared services environment
  • Schedule: Amenability to work on shifting schedules, weekends, and Philippine holidays (when needed)
  • Location: Amenability to work in U.P. Ayala Land Technohub, Quezon City
  • Hybrid Work Arrangement: Amenability and readiness to work onsite and from home anytime (dependent on business need And/Or current external environment/situation)

Perks and Benefits

  • Retirement Benefit PlansRetirement Benefit Plans
  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Single Parent LeaveSingle Parent Leave
  • Employee DiscountsEmployee Discounts
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • Stock OptionsStock Options
  • Performance BonusPerformance Bonus
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Transportation AllowancesTransportation Allowances
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Medical, Prescription, Dental, or Vision PlansMedical, Prescription, Dental, or Vision Plans

Required Skills

  • Total Quality Management
  • Training Needs Analysis
  • Quality Assurance
  • Customer Service
  • Communication Skills
  • Coaching
  • Performance Management

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Office Address
U.P. North Science and Technology Park, Commonwealth Avenue, Diliman, Quezon City, Philippines 1101
2 openings

Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.

About Manulife Business Processing Services

Manulife Business Processing Services (MBPS) is a global shared service centre providing administrative, finance, investments, contact centre, information technology, underwriting, actuarial, and marketing services to Manulife and John Hancock companies around the world. Manulife is a leading international financial services group that helps people achieve their dreams and aspirations by putting customers’ needs first and providing the right advice and solutions. We operate as John Hancock in the United States, and Manulife elsewhere. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions.

People also applied to

  1. Home

Other Recommended Jobs

Apply jobs in

Job Categories:

Related to your search: