Leadership and Organizational Development Specialist

  • LocationQuezon City, Philippines
  • Job typeFull time

Position Purpose: 

The Leadership
& Organizational Development Specialist is responsible
for providing appropriate
programming and support for business skills and leadership development to
coaches, managers, and functional employees.
 

This position requires a high level of communication skills,
accountability, resourcefulness and the ability to partner with multiple levels
of leadership throughout the organization.
  

This position also requires a comprehensive understanding of
adult learning principles and operational and coaching best practices to ensure
the application of effective training through operational implementation,
including observation and feedback sessions for members of leadership.
 

Essential Functions and
Responsibilities:
 

Provides
appropriate programming for business skills and leadership development
including coaches, managers, and functional employees.
  

  1. Manages and facilitates frontline leadership
    programs (i.e. Coach 101, Manager 101, Mentor 101). 40% of Work Time
     
  2. Meets
    with program owners to cultivate and build relationships. Performs
    operational needs assessments.
    Builds,
    sources, and curates level-specific content to support identified programs
    and people. 25% of Work Time
     
  3. Observes
    coaching sessions and provide development feedback. Audits coaching for
    quantitative and qualitative feedback. Facilitates coaching calibration
    sessions.
    20% of Work Time 
  4. Oversees Onboarding and Orientation activities for
    all coaches, managers, and functional employees in partnership with LOD
    Manager and Director. 10% of Work
    Time
     
  5. Oversees Afni Orientation for agent audiences in
    partnership with local HRMs. 5% of
    Work Time
     

  

  

The above statements are intended to
indicate the general nature and level of work being performed by employees
within this classification.
They are not
intended to be an exhaustive list of all responsibilities, duties and skills
required of employees assigned to this job.
Employees in this job may perform other duties as assigned. 

  

Minimum Job Requirements (Education,
Experience, Skills):
  

  1. Bachelor’s degree in Training/Development or related
    field with two to five years’ experience in delivery of training materials
    in the call center industry. BPO experience preferred.
     
  2. Ability to facilitate classroom experiences through
    a variety of modalities including synchronous and asynchronous sessions,
    in-person, virtual, eLearning and mobile delivery leveraging tools and
    technology as appropriate.
     
  3. Ability to build and curate content and curriculum.  
  4. Ability to interview and translate Subject Matter
    Expertise into career development paths.
     
  5. Intimate knowledge and ability to apply key
    leadership and organizational development models, tools and methodologies
    required (i.e. Situational Leadership, StrengthsFinder, MBTI, Neuroscience
    of Leadership, etc.)
     
  6. Intimate knowledge of both inbound / outbound
    processes and key performance indicators with the motivational skills to
    effectively drive customer and client satisfaction is required.
     
  7. Proven operational management / leadership
    experience preferred
     
  8. Ability to manage and implement multiple projects
    using project management tools/skills preferred.
     
  9. Possess strong
    interpersonal and communication skills and the ability to work effectively
    with a wide range of staff and clients in a diverse environment are
    preferred.
     
  10. Experience in conflict
    resolution/negotiation, team and consensus building is required.
     
  11. Proficiency
    in communication, planning, leadership, coordinating, and coaching is
    required.
     
  12. The ability to look for
    and implement solutions that improve performance is required.
    Demonstrated proficiency in MS Office Suite 

About Afni

Afni, Inc. is a U.S.-based, global Business Process Outsourcing (BPO) firm representing the world’s best brands in insurance, telecommunications, satellite and cable, financial services, technology, and healthcare.

From engagement centers in several U.S. and Philippines locations, Afni supports its client’s customers in a variety of channels. With a history dating to 1936, Afni is a strong partner in communities where its employees work and live.

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