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LEARNING AND DEVELOPMENT MANAGER

XTN-3043405

City
Makati City, Philippines
Schedule
Office Location
FRABELLE CORPORATE PLAZA

Make your next big career move by applying as KMC Solutions' next LEARNING AND DEVELOPMENT MANAGER

The Manager, Learning & Development (Customer Service) will play a key role in supporting the Company's award-winning Customer Service organization by leading a team of training specialists at our Center of Excellence (COE) in Makati, Manila. This role is responsible for designing, delivering, and optimizing impactful learning programs that elevate the skills and performance of frontline customer service staff while supporting global training initiatives. The ideal candidate is data-driven, highly collaborative, and passionate about creating a culture of continuous learning. This position reports to the U.S.-based Manager, Learning & Development, and operates on-site at the COE

On top of your salary, here are the exciting benefits you can look forward to:

Perks & Benefits:
●    Annual Bonus Program
●    HMO Coverage (Principal): HMO coverage for the employee
●    HMO Coverage (Dependents): Coverage for up to 2 dependents 
●    Vacation Leave: 20 accrued leave credits per year 
●    Sick Leave: 5 sick leave credits per year, non-carryover
●    Compensatory Time Off (CTO): Additional leave credits earned for work rendered outside regular hours or on holidays
●    13th Month Pay

The main responsibilities of a LEARNING AND DEVELOPMENT MANAGER include:

  • ●    Lead, coach, and develop a team of training specialists supporting over 150+ customer service advocates and staff.
    ●    Serve as the primary point of contact for all COE training efforts and ensure alignment with global Training & Design objectives.
    ●    Manage and execute program, project, and process initiatives in partnership with the U.S.-based Learning & Development Manager.
    ●    Conduct recurring and ad-hoc team meetings, huddles, and 1:1s to communicate updates and drive productivity.
    ●    Design and launch a Leadership Development program for the COE.
    ●    Create learning materials—including e-learning modules, updates, and assessments—to support global L&D initiatives.
    ●    Develop, track, and analyze key training metrics to inform strategy, measure effectiveness, and ensure service-level goals are met.
    ●    Collaborate closely with Workforce Management, Quality Assurance, and Voice of the Customer teams to maximize training impact.
    ●    Model Zenni’s core values and promote a culture of continuous improvement, growth mindset, and open communication.

To apply, you must be an expert on the following requirements:

  • Experience leading training efforts in a large contact center environment (150+ staff).
  • Proven leadership experience managing a team of trainers or L&D professionals.
  • Strong data analysis skills, including conducting training needs analyses, measuring program effectiveness, and presenting insights through reports.
  • Excellent communication skills with the ability to present to a variety of audiences and express ideas clearly and diplomatically.
  • Strong organizational and time-management skills with a track record of producing high-quality work independently and collaboratively.
  • Experience using Learning Management Systems (LMS), preferably TalentLMS.
  • Knowledge of adult learning principles and instructional design methodologies (e.g., ADDIE, Bloom’s Taxonomy).
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It will also be favorable if you are knowledgeable in:

Preferred Qualifications:
●    Experience designing and implementing leadership development programs.
●    Demonstrated passion for continuous learning and staying current with L&D and customer service industry trends.
●    Background collaborating with cross-functional teams such as WFM, QA, and VOC to drive operational improvements.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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