Job Title: Card Services Product Trainer – Financial Program

Location: Alabang, Muntinlupa, Philippines

Experience: 3–5 Years

Employment Type: Full-Time

Work Setup: Onsite

Shift: Shifting / Rotational / Night Shift

Salary: PHP 30,000–40,000 per month
Maximum: Up to PHP 45,000 based on experience

Headcount: 5

Role Overview

We are looking for an experienced Card Services Product Trainer to design, deliver, and evaluate training programs for new hires and existing frontline operations teams within a financial services program.

The role focuses on commercial card services, product knowledge, compliance, system navigation, and operational workflows. The trainer will ensure employees achieve high performance, accuracy, and adherence to client SLAs through effective training, coaching, nesting support, and performance monitoring.

Key Responsibilities

Training Design & Facilitation

• Conduct New Hire Training (NHT) covering financial domain basics, product knowledge, system workflows, and line-of-business processes.

• Conduct refresher, upskilling, and cross-skilling training for existing employees.

• Deliver training on product updates, regulatory changes, system enhancements, and client policies.

• Develop training materials, SOPs, job aids, mock scenarios, and assessments.

• Collaborate with Instructional Designers and Subject Matter Experts (SMEs).

Nesting & Floor Support

• Manage nesting and hypercare activities after classroom training.

• Provide real-time floor support to frontline employees.

• Handle escalated queries and clarify process-related concerns.

• Conduct side-by-side coaching and floor observations.

• Perform call/transaction audits to identify knowledge gaps.

Compliance & Governance

• Maintain training documentation and attendance records.

• Track assessment scores and certification records.

• Ensure training records are maintained for audit and compliance purposes.

Metrics & Performance Tracking

• Monitor training effectiveness through KPIs such as:

  • Batch Throughput

  • First Time Right (FTR)

  • 0–30 Day Attrition

  • Average Handling Time (AHT)

  • Quality Scores

  • CSAT

• Conduct Training Needs Analysis (TNA/TNI).

• Analyze quality dashboards and error trends to identify training gaps.

• Develop improvement plans for low-performing employees.

Required Skills & Qualifications

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

• 3–5 years of total BPO experience.

• Minimum 2 years of experience as a Card Services Trainer in a BPO environment.

• Minimum 2 years of experience as a Product Trainer supporting Financial / Commercial Card Services.

• Experience should be specifically in Card Services; Collections, Insurance, and Fraud experience alone will not qualify.

• Strong knowledge of financial terminology and commercial card services.

• Excellent training, facilitation, presentation, and public-speaking skills.

• Strong written and verbal communication skills.

• Strong analytical and problem-solving skills.

• Ability to simplify complex financial processes for different learning styles.

• Willingness to work in shifting, rotational, and night-shift schedules.

Technical Skills

• Core banking / financial platforms.

• Salesforce Financial Services Cloud.

• Fiserv.

• FIS.

• Finacle.

• TSYS.

• Proprietary financial servicing platforms.

• Learning Management Systems (LMS).

• E-learning authoring tools such as Articulate 360 and Camtasia.

• MS Office / Google Workspace.

• PowerPoint / Google Slides.

• Excel / Google Sheets.

• Training metrics and performance tracking.

Preferred Skills

• Commercial Card Services

• Financial Services BPO

• Product Training

• New Hire Training

• Upskilling & Cross-skilling

• Nesting / Hypercare Support

• Training Needs Analysis (TNA/TNI)

• Quality Monitoring

• Coaching & Feedback

• Compliance Training

• Learning Management Systems

• Adult Learning Principles

• Performance Management

Important Notes

• Onsite work setup in Alabang, Muntinlupa.

• Shifting / rotational / night-shift schedules.

• Former Genpact employees may be considered due to relevant Card Services experience.

• Former TP employees are not eligible for rehire, whether directly or through a third party.

• Candidates must have relevant Card Services Product Trainer experience in a BPO environment.

Application Process

To proceed with your application, please complete the application using the link below.

Application Link:  https://myglit.com/lateral/cref/1c3b63ee3d