Assistant Vice President, Talent Development
Job Description
Job Description:
ROLE SUMMARY 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