THOMSON REUTERS
Senior Learning Consultant
(Central Luzon, National Capital Reg, Southern Tagalog)
Responsibilities:
* Facilitates training of Global Learning programs
* Leads analysis of customer feedback and the associated learning actions to improve customer satisfaction
* Provides coaching and promotes adherence to Global Learning standards & platforms
* Liaise with counterparts across other regions to leverage experience and build best practice learning programs for TRCS Asia
* Drives business performance through reinforcing FAST values and the Thomson Reuters Support competency framework
* Liaise with line managers to define learning roadmaps and learning needs for TRCS staff
* Assist managers justify their learning requirements to gain sign off for development programs through the appropriate channels
* Co-ordinate the implementation of these learning requirements within their teams
* Ensure there is an assessment process after formal training to map each staff member to their development roadmap
* Develop a skills and knowledge matrix
* Plan and communicate a quarterly training schedule:
* Working closely with the Operations Support team to ensure the training schedule is realistic and minimises the impact on operational performance within the TRCS
* Ensuring all training delivered is entered into the training database
* Work with the induction facilitators to plan comprehensive induction programs that ensure new hires gain the required knowledge and skills and demonstrate the required capabilities
* Co-ordinate the roll out of global learning programmes and ensure pre-work and post course follow up sessions are completed as required
* Evaluate and validate induction programs, training courses and certification programs to ensure their effectiveness and that they assist in the achievement of business results
* Work with line manager to ensure that the Knowledge Centre and other support tools are used effectively by front line staff across TRCS
* Source and co-ordinate training programs with external suppliers as required
* Monitor the success of the learning roadmaps and individuals achievement and provide input into the reward and recognition program
* Proactively suggest improvements to learning development programs to ensure continuous improvement
* Work within the Asia Learning & Development team to ensure global alignment with strategic corporate initiatives and those implemented in other Support Centres
* Develop a secondment or exchange programs as a learning and development option for staff
* Support and assist in other project activities as required and assigned by management
* Taking an active role in the Asia Customer Support team to promote and improve the Customer Support functions and performance
Requirements:
* Proven experience in development of staff and proven mentoring and coaching skills
* 5+ years experience in a Learning and Development role including:
* •the design and delivery of L&D programs to address specific needs
* •excellent facilitation and training delivery skills
* •management of training programs across multiple skill sets
* •reporting on the measurable outcomes of training
* •a practical understanding of performance measurement techniques and statistics
* Tertiary qualifications in a relevant discipline with professional accreditation in workplace training and assessment
* Experience in a customer support centre and/or Thomson Reuters customer service oriented role is highly regarded
* A basic understanding of Thomson Reuters products, their delivery systems and their markets is preferable.
* Some knowledge of project management techniques
* Ability to communicate with colleagues and customers, both written and verbally in English.
* Excellent presentation skills
* *Core Competencies/Qualities:
* Ability to produce results, in an environment where stretch objectives are continually set to meet increasing customer expectations
* Excellent communication skills and the ability to build strong relationships with a diverse range of cultures
* An open communicator with a positive can-do attitude – demonstrates commitment, drive, energy and enthusiasm
* A strong customer service orientation
* Initiates dialogue, encourages discussion and shares knowledge willingly and proactively
* Willingness to undertake additional projects and responsibilities from time to time
* Consistent performer, even when working under pressure
* Takes responsibility for the quality and timeliness of their work and the team’s deliverables
* Self-starter who manages projects and actions through to completion
* Flexibility with work times and dedication to the effectiveness of the team
* The ability to travel if / when business needs require
* A passion for learning and helping others be the best they can be. A demonstrated desire to continue their professional development and obtain the associated qualifications.
* Ability to work as an effective member of a team and proactively contribute to the achievement of the Thomson Reuters Customer Support goals
* Strong planning & organisational skills
* Ability to think outside the square to find timely training solutions
* Applicants should be Filipino citizens or hold relevant residence status.
Thomson Reuters employees take pride in providing our customers around the world with information that is timely, accurate, unbiased and trusted. We have a profound respect for the professions and customers we serve and define our success in terms of their success. Our work environment is dynamic, innovative and entrepreneurial. We have a result-oriented culture that demands excellence, agility, and the desire to move quickly and precisely to seize opportunities. Our environment is both challenging and supportive - we give employees the opportunity to develop their skills and do their best work.
Thomson Reuters values diversity of culture and thought and seeks talented, qualified employees in all its operations around the world regardless of race, gender, national origin, religion, sexual orientation, disability, age or any other protected classification under country or local law.
THOMSON REUTERS
18/F Ayala Life-FGU Center, 6811 Ayala Avenue Makati City 1299.
Website: http://www.thomsonfinancial.com/