Role Title: Onboarding and Training Lead

Department: Sales

Reports To: Sales Group Manager / Site Director

Location: BGC, Taguig City–On-site

Preferred Arrangement: Onsite

Work Schedule: US EST / Night Shift

The Onboarding & Training Lead is responsible for mapping, developing and managing the company''s operational onboarding and training programs to ensure new hires are prepared for success in their roles. This role will build and improve training processes, facilitate operational onboarding, assess employee readiness, and support a smooth transition to Operations. The ideal candidate is a hands-on training leader who thrives in a fast-paced environment and is passionate about employee development, operational readiness, and performance.

Required Qualifications:

● 5+ years of experience in training, operational onboarding, learning & development, sales support, or contact center environments

● Strong facilitation, coaching, presentation, and communication skills

● Experience managing operational onboarding, training delivery, performance coaching, and readiness assessments

● Proven ability to develop training programs, learning materials, SOPs, and operational documentation

● Strong organizational and project management skills

● Profi ciency in Google Workspace, CRM systems, LMS platforms, and training documentation tools

● Comfortable working in a fast-paced, startup environment with evolving processes

● Willing to work onsite during US EST business hours

Preferred Qualifications:

● Experience in BPO, sales, healthcare staffi ng, or high-growth startup environments

● Familiarity with adult learning principles, instructional design, and training methodologies

● Experience building operational onboarding and training functions from scratch

● Strong stakeholder management and cross-functional collaboration skills

● Experience managing training metrics, quality standards, and employee performance evaluations

Key Accountabilities:

Training Strategy & Program Development

● Develop and execute the company''s PH''s operational onboarding and training strategy

● Design, build, and continuously improve operational onboarding frameworks, learning paths, and training programs

● Create and maintain training materials, facilitator guides, SOPs, process documentation, and learning resources

● Establish training standards, performance benchmarks, and readiness criteria across teams

● Build scalable training processes that support the company''s growth objectives

Operational Onboarding & New Hire Readiness

● Manage end-to-end operational onboarding for all new hires across supported business functions

● Facilitate operational onboarding sessions and role-specifi c training programs

● Handle recurring new hire classes and operational onboarding cohorts as hiring demands increase

● Monitor employee progress throughout operational onboarding and provide coaching, feedback, and developmental support

● Conduct knowledge checks, assessments, and readiness evaluations prior to operational endorsement

● Ensure employees meet established performance standards before being transitioned to Operations

Performance Coaching & Development

● Identify performance gaps and implement targeted coaching and development plans

● Conduct refresher training, upskilling programs, and performance improvement initiatives

● Support employees in developing communication, client management, sales engagement, and operational competencies

● Partner with department leaders to align training initiatives with business goals and operational requirements

Operations & Stakeholder Partnership

● Collaborate with Operations leaders, Supervisors, and Managers to ensure workforce readiness

● Track operational onboarding completion rates, training attendance, certifi cation results, and employee performance metrics

● Provide recommendations to improve operational onboarding effectiveness, training quality, and employee retention

● Support organizational initiatives related to quality assurance, process improvement, knowledge management, and employee development

● Serve as the primary point of contact for operational onboarding and training-related initiatives across the organization