Operations Trainer (Onsite)

Job Responsibilities:

• Develop and deliver training programs tailored to the needs of tele-collections, customer service, and other operational functions
• Create engaging training materials, including presentations, manuals, exercises, and assessments
• Conduct training sessions for new hires and existing employees to ensure a high level of competency in collections techniques, customer interaction, and operational procedures
• Collaborate with department managers and subject matter experts to identify training needs and develop relevant curriculum
• Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics
• Provide ongoing coaching and support to employees to reinforce learning and drive continuous improvement
• Stay updated on industry trends, regulations, and best practices related to tele collections, customer service, and operational management
• Assist in the development and implementation of new processes and strategies to optimize operational efficiency and effectiveness
• Serve as a resource for employees, answering questions, resolving issues, and providing guidance as needed

• Bachelor's degree in Business Administration, Finance, or related field
• Proven experience in tele collections, customer service, or related operational roles
• Previous experience in training and development, preferably in a financial services or collections environment
• Strong knowledge of collections strategies, customer service principles, and operational processes
• Excellent communication and presentation skills
• Demonstrated ability to design, deliver, and evaluate training programs
• Analytical mindset with the ability to interpret data and identify performance trends
• Proficiency in Microsoft Office applications and learning management systems
• Certification in training and development (e.g., Certified Professional in Learning and Performance - CPLP) is an advantage
• Experience with telephony systems and call center technologies, and familiarity with regulatory requirements and compliance standards in the financial services industry are preferred
• Must be willing to work onsite in Pasig City, and 6 days a week