Ops Learning & Development Trainer

Location: Manila, Philippines

Purpose of the Role

We are looking for a passionate and results-driven Ops Learning & Development Trainer to support our frontline and operational teams onshore and in Manila.

What Makes a Successful Operations Learning & Development Trainer

The ideal candidate will demonstrate:

• Respect for diverse perspectives while confidently contributing ideas and recommendations.
• A proactive and collaborative approach to building relationships with stakeholders and colleagues.
• Positivity and resilience when managing challenges and complex situations.
• A passion for continuous learning and professional development.

Key Responsibilities

Training Delivery & Facilitation

• Facilitate Foundation Skills, Program-Specific, and Continuous Learning training programs.
• Deliver engaging, interactive, and effective learning sessions for new hires and existing employees.
• Adapt facilitation methods to accommodate different learning styles and audience needs.
• Create a positive learning environment that promotes participation and knowledge retention.

Training Administration & Coordination

• Ensure training schedules, agendas, and learning plans are aligned with agreed timelines and business requirements.
• Maintain adherence to all training processes, documentation, and checklists.
• Prepare, distribute, and maintain all relevant training materials, including:
  • Participant Manuals
  • Facilitator Guides
  • Assessments
  • Training Performance Agreements (TPAs)
  • Program Resources and Documentation
• Ensure all required employee documents and sign-off forms are completed and maintained accurately.

New Hire Onboarding Support

• Coordinate the setup of new hire access and system credentials.
• Process requests for training-related equipment and accountabilities including headsets, amplifiers, and other operational tools.
• Support onboarding activities to ensure a seamless learner experience.

Learning Operations

• Manage training logistics, classroom readiness, training platforms, and learning systems.
• Track participant attendance, assessment results, and training completion metrics.
• Prepare and submit training reports, dashboards, and operational updates.

Stakeholder Management & Continuous Improvement

• Contribute to clear and effective communication initiatives for various stakeholder groups.
• Support change and learning initiatives that drive employee adoption and business readiness.
• Monitor learner engagement, gather feedback, and recommend improvements to training programs.
• Collaborate with Operations, Quality, and Business Leaders to identify training needs and performance gaps.
• Act as Team Leader during Transition Bay or nesting periods to support newly endorsed employees.

Desired Experience & Qualifications

• Bachelor's degree in Education, Human Resources, Psychology, Business Administration, Communications, or a related field preferred but not required.
• 3 – 5 Years Experience in Learning & Development, Training Delivery, Facilitation, Coaching, or Contact Center Operations.
• Strong presentation, facilitation, and communication skills.
• Excellent stakeholder management and relationship-building abilities.
• Familiarity with adult learning principles and instructional design methodologies.
• Proficiency in Microsoft Office applications and learning management systems (LMS).
• Ability to thrive in a fast-paced, dynamic, and high-performance environment.

What We Offer

• Opportunities for career growth and professional development.
• A collaborative and people-focused culture.
• Exposure to diverse learning and operational projects.
• The opportunity to make a meaningful impact on employee success and organisational performance.

Join us and help shape the learning journey that empowers our people to deliver exceptional results every day.

Join the A-Team and experience the A-Life!