Card Services Product Trainer – Financial Services | BPO | Commercial Cards

Gratitude Inc

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2 days ago

Card Services Product Trainer – Financial Services | BPO | Commercial Cards

3-7 Year(s)

Manila (Alabang Muntinlupa City)

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Job Description

Key Skills

BPO training Financial Services Commercial Card Services.

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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

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

BPO Card Services Training – minimum 2 years of Product Trainer experience in Card Services.
Financial / Commercial Card Services – strong understanding of card products, financial terminology, processes, and operational workflows.
Training & Facilitation – strong classroom facilitation, public speaking, coaching, presentation, and communication skills.
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.
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.

Role

Process Trainer

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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