Training Supervisor  

DUTIES and RESPONSIBILITIES:

STAFF TRAINING:

• Responsible for conducting Training Needs Analysis (TNA) at suitable intervals to determine the type and range of skills that are vital in equipping the staff in order to provide high quality service to internal and external customers. These skills could involve, but not limited, to the following:
  • Customer Service
  • Communication
  • Problem solving skills
• Conducts quality assessment and performance reviews in which gaps are determined, create action plans to address these gaps, implement the action plans and measure its effect.
• Responsible for developing customized training programs which ensure that all staff are technically proficient in terms of organizational, product and client knowledge.
• Develops programs based on the service quality Key Performance Indicators (KPIs) and company standards. The program is developed through customer feedbacks and client needs and is based on a platform prescribed by the company.
• Supports initiatives to develop or upgrade Training Manuals, Standards and Best Practice for all department concerned. The Training Supervisor will also take the lead in rolling out new programs and other learning and development initiatives.

NEW PRODUCT LAUNCH SUPPORT and CLIENT SUPPORT:

• Develops training schedule, collateral and provide hands-on training (where possible or required) to frontline and related staff for new or upgraded products, Information Technology (IT) applications or core delivery process.
• Coordinates with the appropriate Section Managers to develop suitable training necessary to launch new programs/ products.
• Supports the Client Services Department in educating clients (end users) to use appropriate services by conducting training sessions, creating group presentations to the client’s authorized end users.

REVIEW AND QUALITY ASSURANCE OF CALLS:

• Conducts monthly call and case reviews and assures adherence to company standards.
• Implements training based on gaps identified by developing suitable training programs.
• Prepares monthly reports including analysis and development of plans of actions for further training.

• Candidate must possess at least Bachelor's/College Degree in Behavioral Science, Business Studies/Administration/Management, Marketing or equivalent.
• At least three (3) years of working experience in the related field or experience in Life Insurance industry an advantage
• Preferably Supervisor/5 Yrs & Up Experienced Employee specialized in Training & Development or equivalent
• Certified Professional in Training Management is a plus
• Fosters excellent customer service; demonstrates commitment to ongoing service improvement.
• Outstanding communication and interpersonal skills
• Innovative thinking; keeps current with developments and trends
• Has the ability to conduct cost-benefit analysis and measure training ROI
• Proficient in MS Office and in Database Software
• Amenable to work in Makati City