Card Services Product Trainer – Financial Program

Location: Alabang, Muntinlupa (Onsite)
Schedule: Shifting / Night Shift / Rotational Shifts

About the Role

We are seeking experienced Card Services Product Trainers to design, facilitate, and evaluate end-to-end training programs for new hires and tenured employees supporting a Financial/Commercial Card Services account. The ideal candidate will drive learning excellence, ensure compliance with client standards, and help frontline teams achieve high performance.

Key Responsibilities

• Deliver engaging new hire, upskilling, and cross-skilling training programs.

• Develop and update training materials, job aids, assessments, and learning content in collaboration with SMEs and Instructional Designers.

• Manage the Nesting/Hypercare phase by providing real-time coaching and floor support.

• Conduct call audits, side-by-side coaching, and performance observations to address knowledge gaps.

• Maintain training records, assessment results, and compliance documentation.

• Monitor training effectiveness through key metrics such as Quality, CSAT, AHT, First Time Right (FTR), Batch Throughput, and Attrition.

• Perform Training Needs Analysis (TNA/TNI) and recommend continuous improvement initiatives.

Qualifications

Bachelor's degree in Business Administration, Finance, Education, Communications, or any related field.
3–5 years of BPO experience.
At least 2 years of experience as a Product Trainer supporting Financial/Commercial Card Services in a BPO environment. (Experience in Collections, Insurance, or Fraud accounts will not qualify.)
Strong understanding of commercial card services, financial products, and banking operations.
Experience using banking or financial platforms such as Salesforce Financial Services Cloud, Fiserv, FIS, Finacle, TSYS, or similar systems.
Experience with Learning Management Systems (LMS) and e-learning tools such as Articulate 360 or Camtasia.
Advanced proficiency in Microsoft Office or Google Workspace, particularly PowerPoint and Excel.
Excellent facilitation, communication, coaching, and analytical skills.
Willing to work onsite in Alabang on a shifting/night shift schedule.

If you have a strong background in Financial/Commercial Card Services Training and are passionate about developing high-performing teams, we'd love to hear from you. Submit your updated CV to be considered for this opportunity.