Senior Manager – Training & Recruitment

\ Position Description \

Senior Training & Recruitment Manager

Position Title

Senior Training & Recruitment Manager

Reports To

GM Operations – Manila (Kareem Soliman)

Department

Manila Operations

Location

Manila, Philippines

Employment Type

Full-Time

Date Created

March 2026

\ Purpose of the Role \

The Senior Training & Recruitment Manager sets the strategic direction for onboarding, training, professional development, and recruitment programs across Manila Operations. This role is responsible for designing and leading best-in-class end-to-end recruitment processes, building a compelling employer brand, and establishing robust training frameworks that ensure new hires and existing team members are equipped to deliver high-quality outcomes for all Wilson Group business units.

\ Context \

With the Manila operation at 222 FTE and continuing to grow, recruitment quality and speed-to-competency are critical success factors. Historically, the operation has lacked dedicated training and recruitment leadership, leading to inconsistent onboarding experiences, variable time-to-productivity, and limited talent pipeline development. This role will build and professionalise the training and recruitment function, creating structured programs that support both immediate operational needs and longer-term workforce capability and retention.

\ Key Responsibilities \

Recruitment Strategy & Execution

• Design and lead best-in-class end-to-end recruitment processes for the Manila operation, from sourcing and screening through to offer and onboarding.
• Manage the employer brand within the Philippines market, positioning Wilson Group as an employer of choice in the Manila BPO sector.
• Build and maintain talent pipelines for critical roles to ensure rapid and quality hiring as the operation scales.
• Develop competency-based assessment frameworks and interview guides aligned to Wilson Group values and operational requirements.
• Establish recruitment metrics and reporting (time-to-fill, cost-per-hire, quality-of-hire, offer acceptance rates) to drive continuous improvement.
• Own the 30-60-90 day induction framework, ensuring a structured and consistent onboarding experience for all new hires across business units.
• Design onboarding programs that accelerate time-to-productivity while embedding Wilson Group culture, values, and operational standards.
• Partner with Ops Managers and Team Managers to ensure role-specific training is integrated into the induction journey.
• Collect and act on new hire feedback to continuously refine the onboarding experience.
• Develop and maintain an ongoing development curriculum covering technical skills, soft skills, leadership development, and compliance training.
• Identify competency gaps through performance data, stakeholder feedback, and skills assessments; commission targeted training interventions.
• Design and deliver training programs using a blend of methodologies including classroom, virtual, e-learning, and on-the-job training.
• Establish training effectiveness measurement frameworks (knowledge retention, behavioural change, performance impact).
• Coordinate with onshore business unit leads to ensure training content reflects current business processes, systems, and expectations.
• Build talent pipelines and succession plans to support operational growth and reduce single-point-of-failure risk.
• Identify high-potential team members and develop targeted career pathways and development plans.
• Partner with the Snr Mgr – Shared Services on retention strategies, engagement initiatives, and career progression frameworks.
• Support leadership development for Team Managers and emerging leaders within the Manila operation.

Onboarding & Induction

Training & Development

Talent Management & Succession Planning

\ Key Relationships \

Stakeholder

Nature of Relationship

GM Operations – Manila

Direct report; strategic direction, priority setting, and performance management.

Onshore Business Unit Leads

Collaborative partnership to align recruitment and training priorities with business unit needs.

Business Unit Operations Managers

Coordination on recruitment and training alignment with operational needs and business requirements.

Team Managers

Day-to-day coordination on training delivery, skills gaps, and team member development.

Senior Support Managers

Peer collaboration on workforce plans, project timelines, and analytics.

External Training Providers

Vendor management for specialist training programs and certifications.

\ Key Performance Indicators \

• Time-to-fill and cost-per-hire for Manila recruitment.
• Quality-of-hire metrics (90-day retention rate, time-to-productivity, hiring manager satisfaction).
• New hire satisfaction scores for onboarding experience.
• Training completion rates and effectiveness scores.
• Reduction in competency gaps identified through skills assessments.
• Succession plan coverage for critical and leadership roles.
• Employee engagement and retention rates influenced by training and development programs.
• Minimum 5 years' experience in a combined training and recruitment leadership role, with at least 2 years in a senior capacity.
• Demonstrated experience in high-volume recruitment within a BPO, shared services, or contact centre environment.
• Proven track record of designing and delivering structured training and onboarding programs at scale.
• Strong understanding of instructional design principles and adult learning methodologies.
• Experience managing employer branding and talent acquisition strategies in the Philippines market.
• Excellent communication, facilitation, and presentation skills.
• Bachelor's degree in Human Resources, Organisational Development, Education, or a related discipline.
• Certification in training and assessment (e.g., CPLP, Train the Trainer, or equivalent).
• Experience building a training or recruitment function from the ground up.
• Familiarity with learning management systems (LMS) and e-learning authoring tools.
• Understanding of Philippine labour regulations and employment market dynamics.
• Experience with Australian or New Zealand business culture and operational expectations.

\ Qualifications & Experience \

Essential

Desirable

\ Key Competencies \

Strategic Vision: Ability to set a long-term direction for talent acquisition and capability development aligned to business growth.

Facilitation & Coaching: Skilled at delivering engaging training and developing others through coaching and mentoring.

Stakeholder Engagement: Builds strong, trusted relationships across diverse internal and external stakeholder groups.

Data-Driven Decision Making: Uses metrics and analytics to inform recruitment and training strategies and measure ROI.

Adaptability: Comfortable building programs from scratch and iterating in a fast-changing operational environment.

Cultural Awareness: Deep understanding of Philippines workplace culture, talent market dynamics, and the expectations of onshore stakeholders.