Taguig City, Philippines
The Training & Quality Assurance is responsible for designing, developing, implementing and delivering employee training and development programs within a service center, in accordance with organizational priorities, goals and objectives.
Oversees subsequent audits and quality assurance of the Pontoon MSP activities including ticketing, process audits, accuracy, etc of both new hires and ongoing operational activities.
Stays abreast of leading trends and best practices with onboarding, operational, career development and professional skills development training.
Evaluates training and development needs of employees and manages programs, initiatives, and activities through the definition, development and execution of related methodologies, plans, processes and tools in accordance with organizational priorities, for a service delivery center.
Provides consultative services to employees and management that identify learning objectives, goals and related solutions.
Creates customized curriculum and learning materials.
Acts as a liaison to and collaborates with corporate learning and development teams to ensure a unified approach to training and development, as well as the creation and maintenance of a comprehensive catalog of programs
Facilitates curriculum to various levels of employees in both a classroom and online setting using various forms of media.
Conducts ongoing program evaluations to ensure effectiveness and makes and / or recommends modifications as necessary.
Provides recommendations for and / or assists with formulating, implementing and communicating related policies, procedures and best practices.
Provides assistance with employee on-boarding, including distributing, receiving and processing pre-hire paperwork for associates and gathering and distributing pre-
hire paperwork for colleagues.
Assist with submitting and processing personnel transactions through Human Resources Information Systems (HRIS).
Monitors and audits client-specific requirements per client contract terms.
Tracks non-compliance and communicates and interacts with Pontoon MSP Teams and suppliers.
Works with the Pontoon MSP Teams to facilitate a team-results oriented culture making sure that clients’ required service levels and contractual requirements are achieved.
Administers audit of internal functional teams following predetermined audit schedule to ensure adherence to standard operating procedures.
Documents issues and maintains formal tracking process for all assigned tasks.
Reviews and reports on compliance audits regularly. Takes corrective action according to compliance policy.
In conjunction with Pontoon MSP Teams, develops action plans to resolve compliance issues.
Escalates issues to Pontoon MSP Director / PMs to resolve complex issues. Provides feedback regarding recommended solutions to improve compliance.
Establishes, fosters, and maintains working relationships with Colleagues, senior management, Pontoon MSP clients and suppliers.
Participates in special projects and performs other duties as assigned.
Previous supervisory experience preferred
Previous operational background preferred
Previous experience administering training and development programs is preferred.
Three (3) years’ experience in a service-provider environment.
Skilled in communicating effectively verbally and in writing with various levels of employees, management and leadership.
Ability to establish and maintain effective working relationships.
Ability to effectively manage and lead projects that may vary in nature, scope and complexity.
Ability to identify and / or document existing and new processes as well as evaluate their effectiveness, develop improvements and / or recommend changes or alternatives.
Ability to prioritize, organize and perform multiple work assignments simultaneously while meeting assigned deadlines.
Ability to understand and interpret educational needs and develop effective instructional solutions.
Ability to maintain confidentiality and handle highly sensitive / confidential information.
Ability to function effectively with or as part of a team.
Ability to demonstrate effective customer services skills.
Knowledge of the principles, practices, and standards of human resources, talent management, change management and / or organizational development.
Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook.
Strong attention to details, analytical, organizational and communication skills.
Ability to support across multiple time zones / locations
Knowledge of training methodologies and assessments, such as 360’s, MBTI, DiSC, PDI, DDI, etc - Preferred
Proficient with learning / talent management systems and tools. - preferred
Equal Opportunity Employer Minorities / Women / Veterans / Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
EEO is the Law OFCCP EEO is the Law Affirmative Action Statement