Knowledge and Capability Manager

I’m interested


BGC Taguig



Job description

William Hill in Manila

A part of the William Hill Group, WHG Philippines currently employs over 600 colleagues within Customer Services, Back Office and other business functions, providing support across the full range of William Hill products and services in English, Japanese and Mandarin. If you love making people happy, solving issues, and creating excellent customer experiences, you'll thrive in this supportive environment.

Your role in the team

With over 16,000 people worldwide, we make a huge investment in everyone, offering great career development opportunities. Our people are at the heart of everything we do and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling.

Position Mission:

Manage and direct the William Hill Customer Operations training function to ensure that training and development is designed and delivered, equipping the contact centers across location to deliver an exceptional and consistent customer experience in line with business policy and process.

Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date content for key stakeholders. Ensuring the capture, facilitation, transfer and storing of knowledge across Customer Operations.

Main Responsibilities:

Design and Delivery:

  • Design and delivers high quality, high impact, best practice product and process and soft skills training, to deliver exceptional customer service across all Customer Operations locations, with particular focus on frontline roles
  • Responsible for undertaking training needs analysis and plan, create, maintain, deliver and report on training and development programmes to meet the needs of the contact centres; responding to business objectives and changing needs
  • Establishes training policies, procedures, and programs to support the execution of the Customer Operations strategy while addressing local cultural requirements and delivering cultural shifts
  • Provide the Customer Operations leadership team with accurate, timely and insightful reports on the training function activity and impact
  • Own and champion the William Hill Tone of Voice
  • Ensure that training classes are in place to meet the demands of Customer Operations peaks, troughs, and key events; work with key stakeholders across the contact centre and business to understand the impact of change and devise training solutions

Continuous Improvement:

  • Creates and maintains a standard library of training materials to be used across the contact centres
  • Reviews and develops new training modules, collateral and solutions utilizing various mediums (including E-Learning and multimedia)
  • Indetfies areas of improvement through feedback from hey teams that can be addressed through creative solutions, implement and track benefits

Knowledge Management:

  • Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level
  • Work effectively across the organization with stakeholders to develop and support new and existing products, features, and services

Team and Development:

  • Leads, manages and develops the training teams in different Customer Operations locations to drive a positive high performing culture
  • Identifies and addresses opportunities to develop trainers’ skills and knowledge