The Leadership Development (LD) Manager role is specifically designed to drive the process, practice, accountability and culture of leadership development within the site. In partnership with Operations and Support Departments, the Leadership Development Manager  plays a critical role in executing the vision of leadership development as it pertains to the campaign, the organization or both. The role of a Leadership Development (LD) Manager is to provide new and existing people leaders with core training, coaching, and development across the organization with the goal to provide the necessary skills and support enabling leaders to strategically balance people and performance while driving operational excellence.

Key Accountabilities:

1. Focus on evaluating and development of the L&D staff reporting to the role for continuous development and address areas of focus 

2. Conduct Training Needs Analysis and provide recommendation on customizing module to fit training needs of leadership, future leaders and professional and personal development of IBEXs employees 

3. Evaluate effectiveness of the learning programs delivered (Level 1 to 4 of Kirkpatrick’s Training Evaluation) and conducted in quarterly basis 

4. Ensures follow through is conducted by the team to help strengthen learning and development 

5. Ensure collaborative working relationship with Operations leaders to deliver both short term and long-term training strategies 

6. Drive a performance and SLA driven culture with clearly defined 

7. Help develop learning programs to cater to the learning and development needs of both current and future leaders included but not limited to creation of the module, concept and content, preparation of PPT, participant guide, activities etc 

8. Conduct focus group discussions to understand current and further opportunities of overall leadership team and provide appropriate recommendation that would address the identified opportunities 

• Ability to act with integrity and trust in all work interactions
• Results driven, innovative, strategic thinker
• Embraces change and drives growth
• Accomplished presentation and group facilitation skills
• Excellent project management skills
• Outstanding oral and written communication and interpersonal skills

• Training needs analysis, methods and procedures
• Excellent written and communications skills, mandatory
• Must have proficiency with various software application programs including MS Office
• Possesses a collaborative working style and the ability to work independently and in a team environment
• Organized and detail oriented
• Occasional travel required
• Performance Improvement:
  • Ability to analyze performance gaps to be able to bridge them through learning programs
  • Incorporate the needs of internal customers and other stake holders
  • Evaluate results against the goals of the organization
• Coaching:
  • ability to connect with others for the purpose of motivating others, sharing knowledge to enhance their effectiveness to the role and perform in the level where it puts IBEX in a good competitive advantage in the market place
• Evaluating Impacts:
  • Ability to measure learning metrics and analyzing impact of the module/learning programs through management of data collection, analysis and put forward recommendation to enhance the approach, delivery and content

• Training Delivery:
  • Align learning approach with course objective and learners needs
  • Facilitate learning and employ various learning methodology
  • Deliver constructive feedback
  • Ensure learning outcomes
  • Mentoring skills and experience in a call center setting
  • Proven record of people and talent development