Role Overview:

We are seeking a Card Services Product Trainer to design, deliver, and evaluate end-to-end training programs for new hires and existing frontline operations teams. You will ensure agents master commercial card services products, compliance guidelines, system navigation, and operational workflows to achieve peak performance and strict adherence to client SLAs.


Key Responsibilities:


Training Design & Facilitation: Facilitate New Hire Onboarding (NHT), up-skilling, and cross-skilling sessions. Collaborate with Instructional Designers and SMEs to develop training kits, SOP job aids, mock scenarios, and assessments.


Nesting & Floor Support: Manage the Nesting/Hypercare phase, provide real-time floor support, handle escalated queries, and conduct side-by-side coaching and call/transaction audits.


Compliance & Governance: Maintain training documentation, attendance logs, assessment scores, and compliance certification records for audit readiness.


Metrics & Performance Tracking: Measure training impact across KPIs (Batch Throughput %, FTR, Attrition, AHT, Quality Scores, CSAT). Perform Training Needs Analysis (TNA/TNI) driven by operational quality dashboards.


Qualifications:


Total Experience: Minimum 3–5 years in a BPO environment.


Trainer Experience: Minimum 2 years in Card Services (BPO only – excluding Collections, Insurance, Fraud).


Domain Specifics: At least 2 years as a Product Trainer supporting Financial/Commercial Card Services.


Bachelor's degree in Business Administration, Finance, Education, Communications, or related field.


Technical Skills: High proficiency in core banking/financial platforms (Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary servicing platforms). Hands-on experience with LMS and e-learning authoring tools (Articulate 360, Camtasia). Advanced MS Office / Google Workspace skills.


Core Competencies: Strong grasp of financial terminology and commercial card services; exceptional facilitation and communication skills; data-driven analytical mindset; willing to work shifting schedules.