BPO Process Trainer (Banking)

Key skills
Process trainer
US Banking

Job title: Process Trainer
Work set up: Onsite in MOA Pasay, Cebu and Alabang
Work shift: Shifting
Salary: 35K
Target start date: Asap

In this role, you’ll make an impact in the following ways:

• Build a scalable, world-class learning and education program for Capital Markets – Transfer Agency and Treasury Services.
• Create an enjoyable, energized, cohesive, and relevant learning experience across learning academy.
• Manage allocation of people and financial resources for Learning and Development and be able to adapt to other tasks such as coaching, mentoring, compliance auditing
• Own and evolve the learning roadmap for new hires and leaders, continuously building and adding learning paths.
• Leverage a deep understanding of the various services in Global Custody, to create specialized and optimized learning paths.
• Design and implement certification and implementation programs for New Hire specialists and New Hire Leadership onboarding.
• Understand the bigger picture of how effective learning impacts the overall competency and readiness of employees to set them up for
success and creating a positive ripple effect to the organizational goals and visions.
• Align company priorities and strategies to employee metrics and goals, evaluate employee performance and progress, and strive to
recognize, encourage, and improve team performance to support organizational business targets, supporting inclusive work environments.
• Powerful communication skills to articulate clearly and confidently complex processes in a way that would be easily understood.
• Ability to directly address conflicts and escalate issues where appropriate, including managing difficult conversations with team members.
• Strong conceptual and planning skills, time management skills, and the ability to handle multiple projects simultaneously.
• Identify training opportunities through constant TNA Training Needs Analysis to formulate and facilitate training programs, mock call scenarios, best practices, one-pager process flows, and refreshers, to enhance product knowledge and customer service skills
• Develop and execute sound action plans that will result in outstanding results in key performance measures.
• Collaborate with internal teams, including financial advisors, portfolio managers, and estate planning specialists, to address client needs, resolve issues and coordinate service delivery.
• Stay informed about market trends, regulatory changes, and industry developments relevant to investment banking operations.
• Participate in training sessions and professional development activities to enhance knowledge and skills relevant to wealth management, financial planning, and client service.

To be successful in this role, we’re seeking the following:

• At least 3 years experience in instructional designing, training delivery with specialization in banking operations
• Proven leadership qualities, including effective communication, conflict resolution, and decision-making skills.
• At least 5 years of inbound client service experience from global banking operations required
• Advanced level in developing and executing training programs
• Strong interpersonal skills with developing frontline specialists through effective coaching techniques
• Deep understanding of TNA Training Needs Analysis to formulate and facilitate training programs, mock call scenarios, best practices, one pager process flows, refreshers, to enhance product knowledge and customer service skills
• At least 2 years of college degree BS / BA (72 units)
• Willing to work 100% onsite at Pasay, MOA Complex
• Willing to travel as needed by the business
• Willing to work night shift (North America Hours) and shifting schedule as needed by the business

Desired additional qualifications:

• Brokerage operations experience, Accounting / Finance / Economics / Investment Banking / Capital Markets, or relevant experience
• Active FINRA Series 6 / Series 7 / Series 99 as an added advantage for the role
• PMP / Project Management Equivalent / Lean Six Sigma Methodology / Data Storytelling / Coaching Methodologies

• Advanced to Expert proficiency in Microsoft Office including MS Excel, MS Word, MS PowerPoint, Power BI, and relevant digital tools
• Presentation skills, with deep understanding and expertise of the story behind the numbers
• May be required to be registered, certified, or licensed in a specialty area.