The Role

Are you a Product Trainer with deep expertise in Card Services within a BPO environment? Do you thrive on designing, delivering, and evaluating end-to-end training programs that drive agent performance and operational excellence?

We are looking for Card Services Product Trainers to join our financial program team in Alabang. You will facilitate new hire onboarding, up-skilling, and cross-skilling initiatives, ensuring agents master commercial card services products, compliance guidelines, system navigation, and operational workflows.

If you have 3–5 years of BPO experience, at least 2 years in Card Services training, and a passion for adult learning and performance improvement, we want to hear from you!

Key Responsibilities

Training Design & Facilitation

• New Hire Onboarding (NHT): Facilitate new-hire training classes covering domain basics, product architecture, system workflows, and line-of-business (LOB) knowledge.

• Up-skilling & Cross-skilling: Conduct refresher courses, product updates, and specialized training for tenured agents to adapt to new regulatory changes, software updates, or client policies.

• Content Development: Collaborate with Instructional Designers and Subject Matter Experts (SMEs) to develop modular training kits, SOP job aids, mock scenarios, and assessments using adult learning principles.

Nesting & Floor Support

• Manage the Nesting / Hypercare phase after classroom training, providing real-time floor support, handling escalated queries, and bridging the gap between theory and live operations.

• Conduct side-by-side coaching, call/transaction audits, and floor observations to address knowledge gaps early.

Compliance & Governance

• Maintain training documentation, attendance logs, assessment scores, and compliance certification records for audit readiness.

Metrics & Performance Tracking

• Measure training impact across key performance indicators (KPIs) such as Batch Throughput %, First Time Right (FTR), 0–30 Day Attrition, Average Handling Time (AHT), Quality Scores, and CSAT.

• Perform Training Needs Analysis (TNA/TNI) driven by operational quality dashboards and error trend reports.

Minimum Qualifications

Experience Requirements

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

• Trainer Experience: Minimum 2 years in Card Services training within a BPO (not Collections, Insurance, or Fraud).

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

Education

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

Technical & System Skills

• High proficiency in navigating core banking/financial platforms.

• Hands-on experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate 360, Camtasia).

• Advanced command of MS Office / Google Workspace (especially PowerPoint/Slides and Excel/Sheets for tracking metrics).

Core Competencies & Soft Skills

• Domain Expertise: Strong grasp of financial terminology and commercial card services scope.

• Facilitation & Public Speaking: Exceptional verbal and written communication skills; ability to simplify complex financial workflows for diverse learning styles.

• Analytical Ability: Data-driven mindset to analyze post-training performance metrics and identify root causes for bottom-quartile agents.

• Flexibility: Willingness to work in shifting schedules (night shift / rotational).

What's In It For You?

• Competitive Salary: Based on experience and qualifications

• Prime Location: Onsite in Alabang, Muntinlupa

• Career Growth: Opportunity to train and develop frontline agents in a financial program

• Strategic Impact: Shape the performance and success of Card Services operations

Click Apply to begin your career in a progressive organization.