Instructional Designer & Trainer

TheInstructional Designer & Trainer develops highimpact online interactive training modules that equip Operations teams with the technical knowledge process mastery and system proficiency required to deliver consistent highquality service. This role combines instructional design expertise digital learning production and close partnership with SMEs to convert complex operational processes into engaging userfriendly measurable learning experiences.

The role requires strong digital content development capabilities experience with learning technologies and the ability to manage multiple training design projects in a fastpaced operations environment.

Learning Analysis & Design

• ConductLearning Needs Assessments (LNA)across all Operations teams roles and customer groups to identify skill gaps audience profiles and the required learning modalities.
• Partner with Operations SMEs OPEX QA FAM/PAM teams and Process Owners totranslate technical workflows SOPs and system proceduresinto structured scalable learning content.
• Definelearning objectives competency outcomes and assessment criteriaaligned with operational KPIs QA scorecards and performance expectations.

Content Development & Production

• Design and buildinteractive online training modules including scenariobased learning simulations branching narratives games and guided practice exercises.
• Developmultimodal learning collateral such as:
• Video walkthroughs and system simulations
• Quick reference guides (QRGs)
• Talking points and facilitator guides
• Animations infographics and visual aids
• Job aids checklists and workflow maps
• Storyboard content and create visually engaging layouts that enhance comprehension and retention.
• Apply proven instructional design models (ADDIE SAM Blooms Taxonomy Kirkpatrick Model etc.) to ensure structured and effective training outcomes.

Assessment & Evaluation

• Develop tests quizzes knowledge checks practical exercises and certification assessments to measure training effectiveness.
• Use learner analytics LMS data performance metrics and evaluation surveys tocontinuously refine and improvethe modules.
• Track and analyze learner behavior (completion dropoff rates assessment scores) to recommend learning reinforcements.

Collaboration Projects & Stakeholder Engagement

• Serve as a key partner toOperations Quality HR/Learning OPEX and Productteams during new process rollouts system changes and operational migrations.
• Maintain project timelines file repositories course documentation and version control aligned with governance standards.
• Support leaders by providing insights on training readiness adoption risks and recommended enablement plans.
• Ensure all training solutions align with RUM Spend Management UEM RBMS and overall Business Services standards.

Innovation & Continuous Improvement

• Research and applyemerging trendsin learning technology microlearning AIassisted training tools gamification and adult learning strategies.
• Ensure training translates intooperational behavior change increased accuracy faster cycle times and reduced rework/escalations.
• Drive digital-first learning approaches that support a geographically distributed workforce (Manila/Cebu)

Key Performance Indicators (KPIs)

KPIs:

• Timely delivery of learning and development projects
• Quality and accuracy of instructional materials developed
• Learner satisfaction and training effectiveness scores
• Improvement in learner proficiency and post-training performance
• Stakeholder satisfaction and responsiveness to business needs
• Continuous update and enhancement of training content and tools

Tools/Environment: RealPage UEM (AP Extract Bill Pay) vendor portals ticketing/case systems MS Excel/Word/Outlook internal scorecards & dashboards

Standard tools/Application

• LMS: Cornerstone Moodle SuccessFactors Workday Learning
• Authoring Tools: Articulate Storyline Rise 360 Adobe Captivate Camtasia
• Productivity Tools: Microsoft PowerPoint Word Excel Teams SharePoint
• Design / Multimedia: Canva Adobe Creative Cloud video and audio editing tools
• Project / Collaboration Tools: Planner Trello Asana Jira
• Assessment / Feedback Tools: Microsoft Forms SurveyMonkey quiz and evaluation platforms
• AI Tools: Microsoft Copilot ChatGPT Claude Gemini

Productivity & Collaboration

• Microsoft Office Suite (Excel PowerPoint Word Outlook)
• Microsoft Teams SharePoint OneDrive
• Microsoft Copilot & AI-powered productivity tools

Analytics & Business Intelligence

• Power BI dashboard creation DAX modeling data visualization
• Excel Advanced PowerQuery pivot modeling forecasting scenario planning
• SQL basics (optional but preferred for deeper data extraction)
• Data modeling best practices and performance tuning

Project & Program Management

• Microsoft Project / Planner
• Jira Confluence Asana Trello (any major PM tool is acceptable)
• PMO templates: RAID logs charters dashboards governance materials
• Agile/HYBRID toolsets (Scrum boards sprint planning retrospectives)

Work Environment

• Fast-paced transformation-centric operations environment
• Cross-functional work setting involving Operations Product Technology Finance HR and Process Excellence teams
• Hybrid collaboration (US-based leaders PH operations)
• High exposure to executive leadership strategy teams and governance bodies
• Requires ability to manage multiple projects deadlines and workstreams simultaneously
• Strong culture of continuous improvement innovation and data-driven decision-making
• Utilizes AI tools across daily workflows for research reporting and optimization

QUALIFICATIONS

Education

• Bachelors or Masters degree in Instructional Design Education Technology Digital Learning or related field; or equivalent practical experience.

Experience

• 35 yearsexperience in instructional design digital learning production or technical training development.
• Experience designing training forOperations BPO shared services SaaS or technical environmentshighly preferred.

Skills & Competencies

• Deep knowledge of instructional design models and adult learning principles.
• Strong ability to convert complex technical content into engaging simplified and learner-friendly experiences.
• Excellent English communication skillswritten verbal and presentation.
• Ability to manage multiple design projects simultaneously and consistently meet timelines.
• Strong visual design and storyboarding capability (eLearning and video).

Tools & Technical Skills

• Proficiency with eLearning authoring tools:
• Articulate 360 (Rise Storyline)
• Adobe Captivate
• Experience with Learning Management Systems (LMS).
• Ability to create and edit multimedia (audio/video).
• Basic understanding ofHTML interactive design and animation tools.
• Familiarity with design applications such as Adobe Creative Cloud (optional but preferred).

Work Setup

• Willing to work afixed night shiftto support US-based Operations.
• Willing to workon-site for the first 3 months then transition to a hybrid setup.