Learning and Development Lead

The Learning and Development Lead will design, implement, and manage a comprehensive learning strategy for the Philippines, primarily focusing on the Customer Servicing (CS) team. This role covers the entire L&D process, from needs identification and program design to evaluation and impact reporting. The L&D Lead will supervise one L&D Specialist, guiding them to achieve operational results and fostering a coaching culture aligned with business goals and compliance.

Must Have

• Bachelor’s degree in a related field
• 5+ years of experience in training, OD, or a relevant role
• Proven experience in designing and delivering training programs (in-person and online)
• Demonstrated experience in a leadership or supervisory role
• Ability to set goals and manage team performance
• Strong understanding of L&D methodologies (ADDIE, Kirkpatrick, adult learning principles)
• Excellent communication, presentation, and stakeholder management skills
• Experience in measuring training program effectiveness
• Proficiency in creating engaging training materials and learning experiences

About the Role

The Learning and Development Lead will play a pivotal role in designing, implementing, and managing a comprehensive learning strategy for the Philippines, with a primary focus on the Customer Servicing (CS) team.

This role is responsible for the end-to-end learning and development process, from identifying needs and designing programs to evaluating outcomes and reporting on their impact. The L&D Lead will supervise one L&D Specialist, providing guidance and setting objectives to achieve operational results.

A key focus will be on enabling the growth and performance of the team through strategic training initiatives, fostering a coaching culture, and ensuring all learning programs are aligned with business goals and compliance requirements.

What You'll Do

• L&D Strategy and Program Management:
• Develop and implement the overall L&D strategy and learning calendar for the Philippines.
• Oversee key initiatives to enable the ramp-up of the Customer Servicing (CS) team, including system migration, automation, new Quality Assurance (QA) frameworks, and new hire onboarding.
• Design learning programs and document change initiatives, incorporating input from Subject Matter Experts (SMEs).
• Drive a coaching culture across the CS team.
• Accredit and evaluate external learning partners.
• Field and manage ad hoc training requests.

• Team Leadership and Supervision:
• Supervise one professional-level Learning and Development Specialist, setting clear goals and objectives to achieve operational results.
• Provide coaching, feedback, and support to the L&D Specialist to ensure their professional growth and the successful execution of L&D projects.
• Ensure that all company policies, practices, and procedures are understood and followed by the direct report.

• Stakeholder Collaboration and Reporting:
• Act as the primary point of contact for cross-functional stakeholders to gather SME inputs and align training programs with business needs.
• Report to CS guild leadership, PH leadership, and global stakeholders on L&D initiatives and best practices.
• Measure the impact of learning initiatives using Kirkpatrick's model, including pre/post testing, NPS, and business impact.
• Prepare and present reports on key performance indicators (KPIs) such as training hours, training NPS, and training completion rates.

• Compliance and Process Improvement:
• Ensure 100% completion of all compliance trainings, including those related to AML, InfoSec, and confidentiality.
• Identify opportunities for process improvements and implement initiatives to boost team performance and efficiency.

What You'll Bring

• Bachelor’s degree in a related field.
• 5+ years of experience in training, OD, or a relevant role.
• Proven experience in designing and delivering training programs, both in-person and online.
• Demonstrated experience in a leadership or supervisory role, with the ability to set goals and manage team performance.
• Strong understanding of L&D methodologies, such as the ADDIE model, Kirkpatrick Evaluation model, and adult learning principles.
• Excellent communication, presentation, and stakeholder management skills.
• Experience in measuring the effectiveness of training programs using various metrics.
• Proficiency in creating engaging training materials and learning experiences.