Job Description

AND PURPOSE

As AVP, Talent Development, you are the strategic partner to the VP, Talent Development and a thought leader shaping an enterprise-ready development strategy that builds high-performing talent across Operations. You will lead a multifunctional team responsible for frontline and frontline leader (FL/FLM) development, learning journeys, job architecture, and certification strategy for the Operations Training & Performance Strategy organization. This role ensures talent development priorities are globally scalable, data-driven, and aligned to evolving business needs, operating models, and future skill demands.

ESSENTIAL RESPONSIBILITIES:

• Set and execute a multi-year talent development strategy and roadmap aligned to Operations priorities, workforce strategy, and enterprise talent standards.

• Lead a multifunctional team and establish governance/operating cadence to deliver globally scalable development programs across geographies.

• Design, build, and continuously improve frontline and frontline leader (FL/FLM) development programs and learning journeys using modern, blended learning approaches.

• Partner with Operations leaders, HR partners, and L&D to shape and execute high-engagement talent development solutions integrated with performance and career processes.

• Serve as a strategic advisor to functional leaders on talent development, readiness, and capability building to support evolving operating models.

• Lead job architecture and career pathway development (role clarity, proficiency levels, capability requirements) to enable mobility, progression, and skills-based growth.

• Define and maintain a skills/capability framework and proactively identify emerging skill needs to keep programs future-ready.

• Own certification strategy (internal/external) for Tech & Ops T&PS and broader Ops enablement populations, including standards for assessment and recertification.

• Oversee content strategy (build/buy/borrow), program plans, timelines, and resource management to ensure on-time, high-quality delivery.

• Drive measurement and evaluation of development programs using data, dashboards, and business impact metrics; provide actionable insights and recommendations.

• Establish success metrics tied to outcomes (e.g., speed-to-competency, quality/productivity, retention, internal fill rates, readiness) and use them to prioritize investments.

• Lead change management for all major development initiatives, including stakeholder alignment, communications, adoption, and reinforcement.

• Champion innovation in learning (digital tools, AI-enabled learning, simulations, performance support) to improve scale, effectiveness, and learner experience.

• Develop and manage external vendor/partner relationships to deliver high-quality, cost-effective learning solutions with clear ROI.

• Facilitate and/or sponsor key learning sessions and leader forums (virtual and in-person) as needed.

• Coach and develop Talent Development leaders; set performance expectations and build team capability, accountability, and a continuous-improvement culture.

• Perform related duties as required to accomplish the objectives of the Talent Development function.

QUALIFICATIONS / REQUIREMENTS:

• Bachelor’s degree with 3+ years’ experience in financial services, or in lieu of a degree, 5+ years of experience’ in financial services.

• Equivalent or at least 5+ years relevant work experience in Training, HR (Job Architecture), Leadership Development or Talent Development.

• 5+ years leading and developing virtual teams across. – For Workday updating

• For Internal Applicants:

• 24 Months in the current role

• Should not be on formal or final-formal corrective action or PIP

DESIRED CHARACTERISTICS

• Hands-on LMS/LXP and learning tools experience (admin, maintenance, optimization).

• Strong executive presence; influences and aligns senior stakeholders in a matrixed environment.

• Proven ability to partner cross-functionally and globally across cultures, levels, and time zones.

• Demonstrated success setting talent development strategy and driving innovation at scale.

• Builds trusted relationships with internal clients and external vendors; strong communication.

• Data-driven mindset; uses metrics and insights to prove impact and improve programs.

• Strong strategic thinking and disciplined execution/program management.

• Talent development consulting expertise (needs analysis, content curation, resource/budget management).

• Experienced people leader; coaches and develops a global/multi-site team.

• Strong facilitation and presentation skills (virtual and in-person).

Job to be posted in Manila, Cebu and India. Supporting all 3 countries- US, PH, India

Job Level: 10

Job Family Group:

Contact Center Operations