Senior Associate Manager - Training & Knowledge Management

Join Our Dynamic Team as a Senior Associate Manager!At Sutherland, we are seeking a passionate and skilled Senior Associate Manager for our Training and Knowledge Management team. This pivotal role involves overseeing the development and implementation of training programs that enhance our knowledge management strategies. You will lead a team of training spe…

Role OverviewAre you a dedicated and results-oriented professional looking for a significant opportunity? We invite you to apply for our Lead - Technical Training position, where you'll be instrumental in enhancing the training experience for our Customer Service Consultants supporting GoDaddy.In this pivotal role, you will spearhead training initiatives, develop effective learning programs, and ensure that our employees gain the technical skills, product knowledge, and customer service abilities essential for success. Additionally, you will act as a performance partner, recognizing skill gaps and deploying targeted training strategies that align with our business and client objectives. What You’ll Do Training Delivery & FacilitationLead comprehensive training programs for new hires, upskilling, and ongoing learning.Conduct engaging and interactive sessions focused on technical, product, and customer service training.Create a welcoming and inclusive environment that caters to various learning styles.Ensure that trainees achieve performance and knowledge milestones prior to deployment. Performance & Training Needs AnalysisExamine performance data, quality scores, and operational metrics to uncover training opportunities.Design and implement Training Needs Identification (TNI) initiatives in line with client KPIs.Offer coaching and refresher training to elevate consultant performance.Collaborate with Operations and Quality teams to ensure training aligns with business goals. Coaching & Stakeholder CollaborationMentor consultants to enhance their technical knowledge and customer interaction skills.Assist leadership teams in implementing performance enhancement strategies.Work collaboratively with Quality, Operations, and Client stakeholders.Contribute to the ongoing enhancement of training materials, delivery methods, and learning tools. Content Development & InnovationCreate, update, and refine training materials, learning modules, and facilitator guides.Apply adult learning principles and innovative training techniques.Utilize digital learning platforms and tools to boost engagement and knowledge retention.

Role overview Testronic seeks a Project Manager based in Mandaluyong City, Metro Manila. This position involves planning, reporting, and executing projects that fulfill client requirements. Success depends on building strong relationships with clients and internal team leads, setting clear KPIs and schedules, and managing project risks throughout the project lifecycle. What you will do Lead client projects from initiation to completion, ensuring delivery matches agreed timelines and standards. Anticipate client needs and provide practical solutions to challenges as they arise. Identify risks early and communicate them to stakeholders. Follow established business processes and align work with company strategy. Monitor project progress against KPIs, making adjustments to improve outcomes. Recommend improvements to testing strategies and internal workflows. Mentor team members and support their professional growth. Ensure compliance with HR policies and monitor team performance. Review and update team time records as needed. Help define team goals and offer constructive feedback. Manage project budgets and maintain focus on financial objectives. Suggest promotions or salary adjustments within approved budgets. Respond to CSAT survey feedback and address concerns. Follow security protocols and report any issues promptly. Who succeeds in this role This role suits someone who works independently, takes responsibility for client satisfaction, and drives projects to successful completion. Balancing the needs of both clients and team members, the right candidate keeps projects on schedule, within budget, and aligned with profitability targets.

Join our dynamic team at Sutherland as a Team Manager for our Streaming Services division! In this pivotal role, you will oversee a passionate group dedicated to delivering unparalleled service to our clients in the streaming industry. Your leadership will drive performance, enhance customer satisfaction, and foster a culture of continuous improvement.As a Team Manager, you will be responsible for coaching and developing team members, analyzing performance metrics, and implementing strategies to achieve operational goals. Your ability to inspire and motivate your team will be crucial in navigating the fast-paced world of streaming services.

Facilitate user training for new clients and conduct refresher courses for existing users.Proactively monitor and address usage challenges, adoption issues, and daily inquiries for designated accounts.Maintain a detailed log of user inquiries and issues within the ticketing system, ensuring it serves as the comprehensive source of truth.Effectively escalate tickets to onboarding, customer support, or engineering teams with all necessary contextual information.Track ticket status and communicate resolutions back to users promptly.Collaborate with various teams to resolve issues that require support from onboarding, customer service, or engineering.Document recurring user challenges and share clear context with the engineering team, focusing on problems rather than solutions.Partner with the marketing team to identify upsell opportunities that align with each account's specific needs.Assist marketing in activating additional branches of existing clients that have yet to implement Dashlabs services.Oversee multi-branch accounts, ensuring alignment on usage, training, and issue resolution across all branches.

Join our dynamic team as an Accounting Manager where you will play a crucial role in overseeing our financial operations. You will be responsible for managing the accounting department, ensuring compliance with regulations, and providing strategic financial guidance to the organization. This position offers an excellent opportunity for professional growth and development in a vibrant work environment.

Join Sutherland as a Team Manager in Technology Sales and lead a dynamic team to drive sales excellence and technology solutions. You will play a crucial role in shaping our sales strategies and driving performance to meet business goals.In this position, you will be responsible for mentoring and developing team members, ensuring the delivery of top-notch customer service, and implementing innovative sales techniques. If you are a results-driven leader with a passion for technology and sales, we want to hear from you!

As a Korean Bilingual Customer Service Associate for our Music Streaming Services account at Sutherland, you will play a pivotal role in enhancing customer satisfaction by managing subscriptions, assisting with account registration, and addressing cancellation requests to ensure an uninterrupted music experience for our users.Deliver bilingual customer support in both English and Korean across various channels, including live and non-live interactions.Effectively handle customer inquiries via email, chat, and calls using the designated tools.Resolve customer issues promptly while establishing and maintaining positive rapport with consumers.Ensure accurate capture of all required information in the respective tools.Report all interactions on email, chat, and calls to your supervisor or lead accurately.Complete all assigned tasks within the specified time frames.Adhere to company policies and regulations.Comply with the non-disclosure agreement to protect sensitive information.

Join a visionary organization committed to pioneering the future of sustainable aquaculture while actively protecting marine biodiversity. This role offers a unique opportunity to significantly impact marine conservation efforts within a dynamic work environment.Engage in essential financial operations that support the mission of safeguarding marine ecosystems.Collaborate with a dedicated team focused on making a positive difference for the environment and local communities.Bring a high level of self-initiative, creativity, and adaptability to tackle challenges.

Join Bay Hewitt as a dynamic Trainer, Speaker, or Facilitator, where your primary role will involve fostering effective learning experiences and driving behavioral transformation within the workforce of our esteemed clients.In this position, you will also be tasked with the comprehensive analysis, design, development, implementation, and evaluation of various learning and development programs tailored to the unique needs of the organizations we serve.We are seeking knowledgeable trainers and facilitators specializing in the following areas:Business EnglishCommunication SkillsLegal and ComplianceIntercultural CommunicationCustomer ServiceHuman ResourcesForeign or Cross-language ProgramsLeadership and Operational ExcellenceBusiness Sense and ManagementMicrosoft OfficeProfessional ImagingProject ManagementSales and MarketingTraining Systems and Trainer DevelopmentIndustry-specific Topics (e.g., Accounting, Finance, Banking, Digital Media, Computer and Technology, Hotel, Insurance, Pharmaceutical, Retail)If you are an accomplished speaker on topics not listed above, we encourage you to submit your resume.

Work Location: 100% Onsite (Shaw)Schedule: Monday to Friday (8am-5pm)Key Responsibilities:Enhance and refine daily clinic operations to boost productivity and service quality.Translate strategic objectives into practical initiatives that elevate clinic performance.Utilize data analysis to foresee challenges and swiftly implement effective solutions.Exemplify leadership: mentor, manage, and inspire a diverse team within the clinic.Address staff concerns with decisiveness and empathy while maintaining professionalism.Achieve performance targets through consistent oversight and support.Create a welcoming and efficient clinic atmosphere for patients and staff alike.

Join our dynamic team as a Japanese Bilingual Customer Service Associate for our Music Streaming Services account at Shaw. You will play a crucial role in managing customer subscriptions, guiding account registrations, and processing cancellation requests to ensure our users enjoy an uninterrupted music experience.Deliver exceptional bilingual support (English + Japanese) across various communication channels, including live chat, email, and phone.Utilize provided tools to assist customers effectively via Email, Chat, and Calls.Resolve customer inquiries and issues while establishing and nurturing positive relationships with consumers.Ensure accurate documentation of all interactions and required information in the designated tools.Provide detailed reports on customer interactions to supervisors or team leads.Meet all assigned tasks within specified deadlines.Comply with company policies and regulations.Respect and adhere to non-disclosure agreements.

Join our team as a Bahasa Indonesia Bilingual Customer Service Associate for our Music Streaming Services account at Shaw. You will be responsible for managing subscriptions, assisting customers with account registration, and addressing cancellation requests to ensure a seamless music experience for all our users.Deliver exceptional bilingual customer support in both English and Bahasa Indonesia across various channels, including live and non-live interactions.Handle customer inquiries via Email, Chat, and Calls using our provided tools.Resolve customer issues efficiently while establishing and maintaining rapport with consumers.Meticulously capture all required information in our systems.Provide accurate reporting of all interactions to your supervisor or team lead.Complete all assigned tasks within specified timelines.Adhere to company policies and regulations, including confidentiality agreements.