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
Qualifications:
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