Responsibilities
- Lead, coach, mentor, and develop the Learning & Development team to achieve operational and performance objectives.
- Manage team performance and implement strategies to drive productivity, service quality, and business results.
- Partner with recruitment teams to support hiring, onboarding, and workforce planning initiatives.
- Address and resolve training-related escalations while ensuring timely and effective solutions.
- Build and maintain strong relationships with internal stakeholders across Operations, Quality, and support functions.
- Ensure compliance with organisational policies, standards, and operational guidelines.
- Support process improvement initiatives and lead projects to enhance training effectiveness and operational efficiency.
- Design, develop, and deliver learning solutions aligned with business objectives, adult learning principles, and instructional design methodologies.
- Conduct Training Needs Analysis (TNA) and Root Cause Analysis (RCA) to identify performance gaps and implement targeted improvement plans.
- Collaborate with leadership teams to operationalise policies and support execution of local business initiatives.
- Monitor training performance metrics and operational KPIs to evaluate learning effectiveness and recommend improvements.
- Proficiency in Japanese language for liaising with Japanese-speaking clients, stakeholders, and regional teams.
- Minimum 3 years of people management experience within Learning & Development in the BPO industry.
- Strong knowledge of Learning & Development methodologies, training metrics, and operational KPIs, including CSAT, TNA, RCA, AHT, and TPH.
- Proven experience conducting Training Needs Analysis (TNA) and Root Cause Analysis (RCA) to identify performance gaps and drive performance improvement initiatives.
- Experience managing training operations, including team management, performance management, training delivery, and process improvement.
- Formal Learning & Development certification from recognised institutions or professional bodies.
- Knowledge of instructional design and curriculum development.
- Experience using Learning Management Systems (LMS) and training reporting tools.
- Experience leading training projects, change management programmes, or transformation initiatives.
- Strong analytical skills with the ability to translate data into actionable learning and performance improvement strategies.
- Experience working in a fast-paced, matrix, or regional stakeholder environment.
- Proven ability to collaborate effectively with Operations, Quality, and cross-functional teams.
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EA Personnel Name: Misato Kodera
EA Personnel Reg. no.: R26164267
EA License no.: 07C5771