Operations Enablement Lead Trainer

We are seeking a dynamic and experienced Client Performance Enablement Trainer & Performance Coach to join our Client Enablement team. This mid-level role combines instructional design, facilitation, and coaching to enhance team performance and operational excellence. The ideal candidate will deliver engaging training programs, provide individualized coaching, and partner with leadership to drive continuous improvement in processes, compliance, and customer experience. Operations Enablement Lead Trainer

Responsibilities

Training & Development 

• Design, develop, and deliver training programs for new hires and existing staff, focusing on Client Service & Operations and compliance. 

• Create and maintain training materials, job aids, and e-learning modules aligned with organizational standards and regulatory requirements based on Skills First focus. 

• Facilitate classroom, virtual, and on-the-job training sessions using interactive and adult-learning methodologies. 

Coaching & Performance Support 

• Provide accurate technical guidance within the Question intake application to coach front-line employees through various processes
• Provide proactive coaching to team members to improve accuracy, efficiency, and quality of work. 

• Analyze performance metrics and identify skill gaps; develop targeted plans to address areas of improvement. 

• Collaborate with supervisors and managers to support performance management initiatives and employee development plans. 

Operational Excellence 

• Partner with process improvement teams to ensure training content reflects current workflows and compliance standards. 

• Monitor industry trends and regulatory changes to update training programs proactively. 

• Act as a subject matter expert (SME) for operational processes and systems within Client Service and Operations. 

General Safety and Security

Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.

COMPETENCY REQUIREMENTS:

• Adaptability: Ability to adjust training and coaching approaches based on audience needs.

• Collaboration: Works effectively with cross-functional teams and leadership.
• Problem-Solving: Identifies root causes and implements practical solutions.
• Empathy: Builds trust and rapport with employees to foster growth and engagement.

OTHER REQUIREMENTS:

Key Qualifications

• Certification in training or coaching (e.g., CPTD, ATD, or similar).

• Experience with virtual training platforms and e-learning development tools.
• Knowledge of Lean or Six Sigma principles for process improvement.
• Experience as a SME/Mentor.

Quezon City, Bridgetowne GBF TowerPhilippines