The Associate Director of Learning Delivery for the Insurance & Healthcare Vertical is responsible for leading all learning and development strategies, training operations, content governance, and capability-building initiatives that support insurance and healthcare programs. This leader ensures training programs are scalable, compliant, operationally aligned, and capable of supporting both existing business and future growth opportunities.
The role serves as the single point of accountability for training performance across Insurance and Healthcare accounts, partnering closely with Operations, Clients, Product Leaders, Quality, Workforce Management, Recruiting, and Learning Design teams to drive business outcomes and workforce readiness.
Key Responsibilities:
Lead the design and delivery of pre-process, language, and communication training programs.
Manage a team of Voice Coaches who also facilitate Pre-Process Training.
Analyze performance data with patience and precision to identify trends, gaps, and opportunities.
Develop innovative, engaging training strategies that drive communication excellence and business results.
Collaborate with cross-functional teams including Talent Acquisition, Operations, and Quality to align training with organizational goals.
Manage and mentor training teams, ensuring consistent delivery and professional growth.
Provide coaching and feedback to trainers and trainees, maintaining a high standard of communication performance.
Stay composed and constructive during challenging conversations and feedback sessions.
Remain flexible and responsive to shifting priorities and evolving business needs.
Qualifications
Amenable to work onsite in Quezon City
Amenable to work on fixed night shift
Minimum of 4 years of BPO experience in a leadership or people management role.
Bachelor’s degree in communication, Education, Linguistics, or a related field (or equivalent experience).
Proven experience in voice, language, or communication training, preferably in a BPO or customer service environment.
Strong analytical skills with a patient, methodical approach to data interpretation.
Highly creative in developing training solutions and learning experiences.
Excellent interpersonal and communication skills, with the ability to lead, influence, and inspire.
Familiarity with call monitoring tools, learning platforms, and coaching frameworks is a plus.
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers.
In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
