Job Description 

The Card Services Product Trainer is responsible for designing, delivering, and evaluating end-to-end training programs for new hires and existing frontline operations teams

This role ensures that agents master commercial card services products, compliance guidelines, system navigation, and operational workflows to achieve peak performance, high accuracy, and strict adherence to client SLAs.

Key Responsibilities

1. 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.

2. 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.

3. Compliance & Governance

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

4. 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.

Qualifications & Skill Requirements

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

•Minimum Trainer experience with Card Services in a BPO - 2 years (not Collections, Insurance, Fraud)

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

•Bachelor’s degree in Business Administration, Finance, Education, Communications, or any re Technical & System Skills

•High proficiency in navigating core banking/financial platforms (e.g., Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or proprietary servicing platforms).

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

•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 shifts)