Senior Training Specialist

Senior Training Specialist

eClerx Muntinlupa City, National Capital Region, Philippines (On-site)

Senior Trainer (APAC)

Purpose of the Role

The Senior Trainer is responsible for designing, delivering, and continuously improving training programs that support operational readiness and performance across APAC teams. This role ensures employees are equipped with the knowledge, skills, and tools required to meet business objectives, while maintaining alignment with process standards, compliance requirements, and customer service expectations. The position also supports onboarding, upskilling, and quality improvement initiatives across functions such as Finance Operations and Customer Service.

Key Responsibilities

Training Delivery & Facilitation

• Conduct new hire onboarding and process-specific training programs

• Facilitate classroom, virtual, and hands-on learning sessions

• Deliver training on systems, processes, compliance, and soft skills

• Adapt delivery methods to meet diverse learner needs across regions

Curriculum Design & Development

• Develop and update training materials, guides, and assessments

• Align learning content with operational requirements and KPIs

• Incorporate feedback, process changes, and business updates into curricula

• Support development of e-learning or digital training modules

Performance Support & Coaching

• Conduct nesting support, floor coaching, and refresher training

• Partner with Operations and Quality teams to address skill gaps

• Provide targeted coaching to improve individual and team performance

• Track learner progress and readiness

Stakeholder Collaboration

• Work closely with Operations, Quality, and SMEs

• Support process transitions, migrations, and new program launches

• Provide training insights and recommendations to leadership

Reporting & Governance

• Monitor training effectiveness using KPIs and feedback

• Maintain training records and documentation

• Ensure compliance with internal policies and audit standards

• Prepare reports on training outcomes and performance impact

Qualifications & Experience

• Bachelor’s degree in Business, Education, or related field

• 5–7+ years experience in training, learning & development, or facilitation

• Experience supporting Finance Operations or Customer Service environments preferred

• Experience delivering training in regional/multi-market environments advantageous

• Strong presentation and facilitation skills

• Proficiency in MS Office and learning platforms/tools

Key Competencies

• Facilitation & Presentation Skills

• Instructional Design

• Coaching & Mentoring

• Stakeholder Collaboration

• Communication Across Cultures

• Adaptability & Continuous Improvement

Success Metrics

• Training completion and certification rates

• Speed to proficiency for new hires

• Post-training performance improvement

• Stakeholder satisfaction

• Content accuracy and compliance