Learning and Development Lead

12 Hours ago • 5 Years +

Job Summary

Job Description

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

Job Details

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.

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