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Training Lead GBS

  • Location
    • Taguig City, National Capital Region (Manila)
  • Schedule Full time
  • Posted


In the Knowledge responsibility, be the administrator & publisher, encouraging correct and widespread usage of the knowledge tool:

  • Create guidelines for tools usage as well as update frequency
  • Create templates for articles and Statement of Processes
  • Captured content development and reviews needs according to the Migrations and Continuous Improvement initiatives
  • Create/maintain user profiles and update them as changes arise
    • Perform User Acceptance Testing for Knowledge Management tool changes
  • Publish articles making sure to audit the format and step by step process
  • Manage delinquent workflow documents in the approval process and reach out to authors, approvers and managers as needed
  • Work with Tools team to resolve technical issues
  • keep adequate management tracker for the posted content / material
    • Review the monthly Knowledge Management usage reports, discuss trends and improvements with the local leadership
    • Share feedback and ideas for improvements with the Global Team, in a regular basis
  • Assist Global Lead with special projects related to Knowledge Management (i.e. Prep content for Socrates Integration)

The training Sr Analyst responsibilities include communicating with Operations site leaders and Global Teams to identify training needs and mapping out development plans (for teams and/or individuals):

  • Manage, Organize, Plan and Delivery a robust training program for all business needs: Migrations. System / Tools and Governance training related
    • Design, Develop and conduct training programs according to the business requirements
    • Responsible to coordinate “Train the Trainers” initiatives whenever required
  • Develop training strategies to improve the efficiency and effectiveness of training delivery
  • Work in a collaborative way across Shared Centers to Develop, Plan and Implement an annual training program, based on training needs analysis, skills assessment, and site business plan
  • Responsible for keep Flex Matrix management across Shared Centers’ sites

Additional Description

Required Qualifications / Skills:

  • Bachelor's degree preferably in education or human resources
  • Minimum 2 years of experience in customer service
  • Experience with Knowledge Management systems and usage in a Service Center environment
  • Demonstrated ability to conduct training sessions effectively
  • Demonstrated ability to analyze data and present key insights in formal meetings
  • Excellent Communication Skills and fluent in English
  • Possessing factual and theoretical knowledge.
  • Motivation
  • Intellectual capabilities.

Preferred Qualifications:

  • Intermediate to advanced Spanish is desirable
  • Experience with Power Bi and KNIME Bot programing

Important: Must be willing to work on night shift and to have a hybrid work arrangement.

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We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

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