Manager, Learning and Development
Asurion
Iloilo City, Western Visayas, PH
1d ago

The Manager Learning & Development is responsible for the new-hire training experience, continuous learning, and supervisory skills training.

The incumbent will lead a team of Learning & Development Specialists through cross-functional projects responsible for the implementation and evaluation of instructor led, web-based, and emergent-platform training, development and certification programs that facilitate the Asurion’s employee proficiency.

The position also applies adult learning theory and other instructional design principles to accomplish training objectives.

DUTIES & RESPONSIBILITIES :

  • Lead a potentially virtual team of technically savvy Learning and Development Specialists, including Sr.-level, spanning multiple US geographies who implement the new expert onboarding training and continuous education experiences
  • Partner with Instructional Design Team (IDT) to ensure the vision, look and feel of Asurion in all material designed
  • Develop and manage new associate certification framework and curriculum to deepen agent subject matter expertise beyond baseline training established during initial on-boarding
  • Manage multiple cross-functional learning and performance support projects
  • Implement a framework and supporting processes to measure and communicate short-term and mid-term impact on effectiveness of training initiatives as well as key business KPIs
  • Facilitate Train-The-Trainer sessions to transition solutions to the Training team ensuring accurate implementation
  • Collaboratively develop and conduct surveys to identify training needs based on projected production processes, changes and other factors
  • Conduct talent / skill assessments and performance evaluations of team members and work with team members to create and implement professional development plans
  • EXPERIENCE :

  • Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups
  • Develop and implement performance measurements on training effectiveness
  • Knowledge of Asurion principles and processes for providing customer and personal services
  • Inductive reasoning skills including the ability to combine pieces of information to form general rules or conclusions as well as finding relationships among seemingly unrelated events
  • Creativity and the ability to look at the same situation in new and unconventional ways
  • Capable of working in an autonomous, fast paced environment yet still set priorities and meet deadlines
  • Successfully manage multiple strategic and analytic projects concurrently keeping awareness alignment of cross-functional processes and procedures
  • DESIRED QUALIFICATIONS :

  • Bachelor’s Degree OR equivalent combination of education and experience
  • 3+ years hands-on experience with mobile devices, tablets, computers, digital cameras, televisions, home audio, and / or appliances preferred
  • 2+ years’ experience in the next gen technologies related to cloud, mobile, social, or big data
  • 3+ years’ experience with administrative duties including submitting IT tickets and managing data
  • 3+ years people leadership or training experience a plus
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