VICE PRESIDENT, LEARNING AND DEVELOPMENT

Overview

Location: Philippines  Department: Person Office (Human Resources) Reports to: Chief Person & Administrative Officer (CHRO) Employment type: Full-time 

About Qualfon 

Qualfon is a global business services company that helps brands build stronger customer relationships through customer experience, contact center, revenue growth, and marketing services. Guided by our mission to Be the Best and Make Each Person’s Life Better, we operate across multiple countries, cultures, clients, and service lines. 

Our success depends on capable, engaged people who can deliver exceptional results for our clients. The Vice President, Learning & Development will build the global capability system that enables that success—strengthening operational readiness, leadership effectiveness, career growth, and adoption of new technologies, including artificial intelligence. 

The Opportunity 

The Vice President, Learning & Development is the enterprise leader responsible for setting Qualfon’s global learning strategy and ensuring that learning produces measurable operational and business results. This role leads a globally distributed Learning & Development organization and partners closely with Operations, Talent Acquisition, Quality, Workforce Management, Technology, Sales, Client Services, and the broader Person Office. 

The successful candidate will create a scalable global model with clear standards, ownership, governance, and accountability, while ensuring that learning solutions address local market, site, client, and program needs. This is a hands-on executive role: equal parts strategic leader, operating partner, talent builder, and change agent. 

Responsibilities

Set the global learning strategy 

• Develop and execute a multi-year global learning strategy aligned to Qualfon’s business priorities, growth plans, client commitments, and workforce needs. 

• Establish a clear operating model for L&D, including roles, decision rights, governance, standards, and accountability across countries, business units, and client programs. 

• Balance global consistency with the flexibility needed to meet regional, cultural, regulatory, and client-specific requirements. 

• Advise executive leaders on workforce capability, emerging skill needs, learning investments, and risks to operational readiness. 

• Translate business priorities into a disciplined annual learning plan, resource plan, and measurable success metrics. 

Improve operational and client-program performance 

• Lead learning strategies for new-hire training, nesting, onboarding, cross-training, upskilling, reskilling, and ongoing performance improvement. 

• Partner with Operations and Client Services to improve speed to proficiency, quality, productivity, customer experience, compliance, and program readiness. 

• Establish repeatable launch and transition playbooks that enable rapid, high-quality deployment of learning for new clients, products, technologies, sites, and markets. 

• Ensure client-specific training requirements are met without compromising enterprise standards, efficiency, or quality. 

• Use operational data, quality results, learner feedback, and client insights to identify capability gaps and drive corrective action. 

Build leadership and career capability 

• Partner with the Mission Office to design and deploy leadership development programs for frontline leaders, managers, senior leaders, and emerging executives. 

• Create practical development pathways for critical roles, high-potential talent, and future capabilities. 

• Partner with the Person Office and business leaders on succession planning, internal mobility, and leadership pipeline development. 

• Strengthen manager capability to coach performance, lead change, develop talent, and build high-trust teams. 

Modernize learning through technology and AI 

• Lead the adoption of modern learning technologies, including LMS and learning-experience platforms, digital content ecosystems, knowledge tools, simulations, and learning analytics. 

• Establish a practical AI-enabled learning roadmap that improves personalization, content development, knowledge access, assessment, and learning scalability. 

• Develop workforce capability for artificial intelligence, automation, analytics, digital customer experience, and other emerging technologies. 

• Partner with IT, Data & AI, and business leaders to ensure learning keeps pace with client needs and changes in the nature of work. 

Establish excellence in learning design and delivery 

• Set enterprise standards for instructional design, facilitation, assessment, certification, curriculum governance, and content management. 

• Oversee high-quality instructor-led, virtual, digital, blended, and self-directed learning experiences. 

• Ensure learning content is practical, accessible, current, and aligned with operational, client, compliance, and regulatory requirements. 

• Build a continuous-improvement culture that prioritizes measurable performance outcomes—not training activity alone. 

Measure impact and manage investments 

• Establish a global learning scorecard that measures learning effectiveness and business impact. 

• Monitor and improve metrics such as time to proficiency, knowledge retention, quality, productivity, attrition, customer experience, training completion, leadership effectiveness, and return on learning investment. 

• Provide clear, timely performance reporting, insights, risks, and recommendations to executive leadership. 

• Own the L&D budget and vendor portfolio; ensure resources are deployed thoughtfully and deliver measurable value. 

Lead the global L&D organization 

• Build, develop, and retain a high-performing global L&D team with strong business partnership, clear ownership, and disciplined execution. 

• Design an efficient organization with appropriate spans of control, strong leader capability, and clear site, country, and operational coverage. 

• Foster a culture of accountability, innovation, collaboration, inclusion, and continuous improvement. 

• Select, manage, and evaluate external learning partners, technology providers, consultants, and other vendors.

Qualifications

Required 

• Bachelor’s degree in Learning & Development, Human Resources, Organizational Development, Business, Education, or a related field; equivalent experience will be considered. 

• 12+ years of progressive Learning & Development, organizational development, talent development, or related experience, including significant senior leadership responsibility. 

• Demonstrated success leading learning functions across multiple geographies, business units, or large operational environments. 

• Experience developing and executing enterprise learning strategies that delivered measurable business and operational outcomes. 

• Strong experience supporting customer-facing, operationally intensive, or high-volume workforces. 

• Proven ability to translate business strategy into clear capability priorities, practical learning solutions, and measurable results. 

• Strong understanding of adult learning, instructional design, facilitation, leadership development, learning technology, and learning analytics. 

• Experience working effectively with senior executives, clients, and cross-functional stakeholders. 

• Excellent communication, executive presence, change leadership, and talent-development skills. 

Preferred 

• Experience in BPO, customer experience, contact center, shared services, technology-enabled services, or similarly complex service environments. 

• Experience supporting a global, multicultural workforce across North America, Latin America, and the Philippines. 

• Experience in healthcare, insurance, telecommunications, financial services, ecommerce, or other regulated and complex industries. 

• Experience implementing or optimizing an LMS, learning ecosystem, or enterprise learning technology platform. 

• Experience developing AI, automation, analytics, or digital-transformation capability programs. 

• Relevant professional certifications in talent development, instructional design, organizational development, or coaching. 

Leadership Competencies 

• Strategic business leadership: Connects workforce capability directly to client outcomes, operating performance, growth, and financial results. 

• Global operating discipline: Creates clarity, consistency, and accountability across a geographically diverse organization. 

• Operational orientation: Focuses on speed, quality, productivity, readiness, and performance improvement. 

• Change leadership: Leads confidently through transformation, ambiguity, technology adoption, and evolving business needs. 

• Innovation and curiosity: Applies new ideas, technology, and AI in practical ways that create value at scale. 

• Data-driven decision making: Uses evidence to set priorities, evaluate impact, and guide investments. 

• Executive communication: Influences senior leaders and communicates complex ideas simply and persuasively. 

• People leadership: Builds strong teams, develops future leaders, and creates an environment of high expectations and high trust. 

What Success Looks Like 

Within the first 12–18 months, the Vice President, Learning & Development will have: 

• Established a clear, scalable global L&D operating model with transparent ownership and accountability. 

• Strengthened partnership with Operations and improved learning’s contribution to operational readiness and client performance. 

• Improved speed to proficiency, training quality, and consistency across priority programs and geographies. 

• Built a practical global leadership-development and critical-role capability agenda. 

• Advanced Qualfon’s learning technology and AI-enabled learning roadmap. 

• Implemented a consistent learning scorecard that demonstrates business impact and return on investment. 
• Positioned L&D as a trusted strategic partner that helps Qualfon deliver on its mission: Be the Best and Make Each Person’s Life Better. 

Equal Employment Opportunity 

Qualfon is an equal opportunity employer. We value diverse perspectives, backgrounds, and experiences, and make employment decisions without regard to any legally protected characteristic.