Capability Operations Officer

JOB MANDATE

Primarily responsible for the delivery of Customer Contact Center’s Training requirements. This person will act as a Subject Matter Expert, displaying proficient knowledge of BDO and Customer Contact Center products, processes, and procedures. S/he is accountable for (but not limited to) the following: management of his/her assigned Training curriculum and delivery, Trainer Certification, New Hire certification as well as furnishing reports specific to training performance and completion.

KEY RESPONSIBILITIES

• Design and deliver new hire, technical, cross-skill and refresher training in a timely manner and certification requirement is within Training and Operations standards.

• Align and cascade updates across CCC and ensure all training materials are updated

• Monitor and ensure 30-60-90 performance post training are being met and provide necessary support through mentorship, coordination or coaching.

• Assess training needs through TNAs for continuous improvement and ensure performance of CSOs/New Hires are within standard

• Coordinate and partner with Quality and other Business Units for training needs, process efficiencies, opportunities and updates

• Ensure documentation and administrative tasks needed for training efficiency are done in a timely manner

• Apply technical expertise through quality certification, review and call handling

• Assist in certifying incoming, OSP trainers and SMEs to make certain it is within CCC Training standards

• Participates in business process and other improvement projects as needed

• Acts as resource or subject matter expert for high level presentations as needed

• Supervises and / or coaches a sub-team or cluster of Training Officers as needed

• Monitors team performance, adherence to SLAs and resolves minor operational concerns in the absence of the Training Head

• Assists in validating trainer effectiveness by conducting classroom / facilitation skills observation and feedback sessions as needed

• Performs other duties and responsibilities not specifically outlined herein, but are logically inherent to the position

KEY QUALIFICATIONS

• Bachelor's Degree

•At least two years of Training or Learning and Development experience in a bank or Call Center environment

• Previous experience in Six Sigma or continuous improvement initiatives preferred

• With banking and / or credit card customer service support background preferred

BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration  of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability.                                                                                                                       Requisition ID: 23509