Card Services Product Trainer – Financial Program

Job Title: Card Services Product Trainer – Financial Program
Location: Alabang, Muntinlupa
Work Setup: 100% Onsite
Shift: Shifting schedules, including night/rotational shifts
Salary: PHP 30,000–40,000/month
Maximum Salary: Up to PHP 45,000/month for highly qualified candidates
Allowances: None
Headcount: 5

Job Summary

We are looking for an experienced Card Services Product Trainer with strong BPO and financial/card services experience. The role will be responsible for designing and delivering training programs for new hires and existing operations teams, ensuring employees have strong knowledge of commercial card products, systems, compliance requirements, and operational processes.

Target: Former Genpact employees with relevant card services experience may be considered.

Important: Former Teleperformance (TP) employees are not eligible for rehire, either directly or through a third party.

Key Responsibilities

Training Design & Facilitation

• Conduct new-hire training covering financial domain basics, card products, systems, workflows, and LOB knowledge.

• Deliver upskilling, cross-skilling, refresher, and product-update training.

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

• Work with Instructional Designers and SMEs to improve training content.

Nesting & Floor Support

• Manage nesting/hypercare after classroom training.

• Provide real-time floor support and resolve escalated queries.

• Conduct side-by-side coaching, call/transaction audits, and floor observations.

• Identify and address knowledge gaps.

Compliance & Governance

• Maintain training attendance, assessment scores, documentation, and certification records.

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

Metrics & Performance Tracking

• Track training KPIs such as Batch Throughput, FTR, 0–30 Day Attrition, AHT, Quality Scores, and CSAT.

• Conduct Training Needs Analysis (TNA/TNI) based on quality dashboards and error trends.

• Identify performance gaps and recommend targeted training interventions.

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 Product Trainer experience in Card Services within a BPO environment.

• Experience must specifically be in Card Services; Collections, Insurance, and Fraud trainer experience will not be considered.

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

• Strong understanding of financial terminology and commercial card services.

• Experience with financial/banking platforms such as Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or similar platforms.

• Experience with LMS and e-learning authoring tools such as Articulate 360 or Camtasia.

• Advanced knowledge of MS Office/Google Workspace, especially PowerPoint/Slides and Excel/Sheets.

Core Competencies

• Strong financial/card services domain knowledge.

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

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

• Strong analytical and problem-solving skills.

• Data-driven approach to training and performance improvement.

• Excellent written and verbal communication.

• Flexibility to work in night and rotational shifts.

Candidate Pre-Screening Questionnaire

Questionnaire: https://myglit.com/lateral/cref/ecb20b6814

Note: Filling out this form is mandatory for the recruitment process. Candidates who do not complete the questionnaire may not be considered for further processing.​