Training Manager Lead

Job Title: Training Manager Lead Location: BGC, Taguig Employment Type: Full Time & Onsite

Job Summary

The Training Manager Lead is responsible for designing, standardizing, and leading training programs across PalmPay’s Sales, Credit Review, Fraud, Collections, and Customer Support teams. This role ensures that all training initiatives are aligned with product updates, operational processes, compliance requirements, and fraud prevention strategies commonly used in fintech and mobile financing environments.

The ideal candidate has strong experience in consumer lending, mobile financing, installment financing, or fintech operations, with exposure to companies such as Home Credit, Salmon, Skyro, BillEase, Tala, or similar financial service organizations. The role requires expertise in scenario-based learning, KYC/KYB compliance, fraud detection, sales enablement, and operational training management.

Key Responsibilities

Training Strategy & Program Management

• Develop and implement standardized training programs for Sales, Credit Review (KYC/KYB), Fraud Operations, Collections, and Customer Support teams.
• Create onboarding and refresher training programs tailored to fintech and mobile financing operations.
• Ensure training materials are aligned with internal policies, BSP regulations, compliance standards, and operational procedures.
• Lead the rollout of training initiatives for new financing products, mobile lending services, and system/process enhancements.

Scenario-Based Training & Operational Readiness

• Design practical and scenario-based training modules using real business cases involving:
• Fraud detection and prevention
• Suspicious applications and identity verification
• Complex KYC/KYB assessments
• Loan application reviews and escalation handling
• Customer disputes and collections concerns
• Operational exceptions and risk-related scenarios
• Conduct simulations and assessments to strengthen employee decision-making and compliance awareness.

Stakeholder Collaboration

• Work closely with Product, Risk, Operations, Compliance, Fraud, and Customer Experience teams to ensure training content remains accurate and updated.
• Support operational readiness for new launches, financing campaigns, and process improvements.
• Coordinate with regional leaders and trainers to ensure consistency in training delivery across locations.

Trainer Management & Performance Monitoring

• Manage and mentor regional trainers and training specialists.
• Review training feedback, identify skill gaps, and implement continuous improvement initiatives.
• Monitor training effectiveness through KPIs such as:
• Conversion and approval rates
• Fraud reduction metrics
• Quality and error rates
• Compliance adherence
• Productivity improvement
• Speed of adoption for new processes and products
• Prepare regular reports and insights for management regarding training performance and operational impact.

Documentation & Continuous Improvement

• Maintain organized and updated training documentation, SOPs, process guides, and knowledge base materials.
• Continuously improve training workflows, methodologies, and learning tools to support business growth and operational scalability.
• Promote a culture of compliance, accountability, and customer-centric service excellence.

Qualifications

Education

• Bachelor’s degree in Business Administration, Education, Human Resources, Psychology, Communications, or related field.

Experience

• Minimum of 5 years of experience in training management, preferably within fintech, financial services, consumer lending, BNPL, or mobile financing companies.
• Experience from companies such as Home Credit, Salmon, Skyro, BillEase, Tala, Cashalo, or similar financing/fintech organizations is highly preferred.
• Proven experience managing training teams, regional trainers, or large-scale operational training programs.

Technical Skills & Knowledge

• Strong understanding of:
• Consumer lending and installment financing operations
• Mobile financing processes
• KYC/KYB compliance and fraud prevention
• Sales operations and customer support workflows
• Experience designing scenario-based and operational training programs.
• Proficiency in Microsoft Office tools and Learning Management Systems (LMS).
• Ability to analyze training metrics and operational performance data.

Key Competencies

• Excellent communication, presentation, and facilitation skills.
• Strong stakeholder and people management capabilities.
• Analytical mindset with strong problem-solving abilities.
• Ability to work in a fast-paced fintech environment and manage multiple priorities.
• Detail-oriented, proactive, and results-driven.
• Strong leadership and coaching skills with the ability to influence teams across different regions.