Job Title : Card Services Product Trainer – Financial Services 

Job Description

We are hiring a Card Services Product Trainer for a leading Financial Services BPO account in Alabang, Muntinlupa, Philippines. The role is responsible for designing, delivering, and evaluating end-to-end training programs for new hires and existing frontline operations teams supporting Commercial Card Services / Financial Card Services.

The ideal candidate should have strong BPO training experience with Card Services, excluding Collections, Insurance, and Fraud. You will be responsible for new-hire training, product training, upskilling, cross-skilling, nesting support, floor coaching, training needs analysis, compliance training, and performance tracking. Candidates with experience in similar financial card services accounts are highly preferred.

Work Setup: Onsite – Alabang, Muntinlupa, Philippines
Shift: Shifting Schedules – Night Shift / Rotational Shifts

Key Responsibilities

1. Training Design & Facilitation: Deliver new-hire training, product training, refresher courses, upskilling, and cross-skilling programs covering Commercial Card Services, product knowledge, systems, workflows, policies, and client requirements.

2. Nesting & Floor Support: Manage nesting/hypercare, provide real-time floor support, conduct side-by-side coaching, transaction/call audits, and address knowledge gaps and escalations.

3. Training Content Development: Collaborate with SMEs and Instructional Designers to develop training materials, SOPs, job aids, mock scenarios, assessments, and other learning resources.

4. Compliance & Performance Management: Maintain training records, attendance, assessments, certifications, and compliance documentation while tracking KPIs such as FTR, AHT, Quality, CSAT, throughput, and early attrition.

5. Training Needs Analysis: Analyze operational quality reports, error trends, and post-training performance data to identify learning gaps and implement targeted coaching and training interventions.

Required Skills

1. BPO Card Services Training – minimum 2 years of Product Trainer experience in Card Services.

2. Financial / Commercial Card Services – strong understanding of card products, financial terminology, processes, and operational workflows.

3. Training & Facilitation – strong classroom facilitation, public speaking, coaching, presentation, and communication skills.

4. Financial Systems & LMS – experience with banking/financial platforms and Learning Management Systems; exposure to Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, Articulate 360, or Camtasia is an advantage.

5. MS Office / Google Workspace & Analytics – strong PowerPoint/Slides and Excel/Sheets skills with the ability to analyze training and operational performance metrics.

Qualification

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

• 3–5 years of total BPO experience with at least 2 years of Product Trainer experience specifically in Card Services.

• Candidates must have experience supporting Financial/Commercial Card Services; experience in Collections, Insurance, or Fraud does not meet the Card Services Trainer requirement.

• Willingness to work onsite in Alabang, Muntinlupa and in shifting/night/rotational schedules.

Important Notes

• Former Genpact employees are encouraged to apply, as relevant Card Services experience is highly valued.

• Former Teleperformance (TP) employees will not be considered for rehire, whether directly or through a third party.