Description

You will lead training operations and workforce empowerment within finance and accounting shared services.

Responsibilities

• Develop and implement new hire frameworks to transition resources from knowledge transfer to production.
• Oversee new hire, progression, and enhancement training while providing performance feedback.
• Design standardized training approaches including need identification, refresher courses, and process documentation.
• Partner with transformation teams to support application launches through UAT, defect identification, and user training.
• Conduct detailed gap analyses, needs assessments, and post-training evaluations to drive continuous improvement.
• Manage training administration, including tracking attendance, test scores, and curriculum effectiveness.

Required Skills

• At least 5 years of experience as a training manager within the BPO industry.
• Bachelor’s Degree in any discipline or equivalent tenure.
• English proficiency at a B2H level or above.
• Strong understanding of process transformation services, including SL, Quality, and voice/data metrics.
• Proven ability to manage training criteria such as attendance and test scores.
• Experience building professional rapport and working alongside Team Managers.
• Strong analytical and facilitation skills.
• Ability to work on-site in Barranquilla with a flexible schedule.
• Knowledge of Customer Relationship Management (CRM) principles.

Key Skills

Education

Bachelor’s Degree