Training Manager Lead

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

The Training Manager Lead is responsible for designing standardizing and leading training programs across PalmPays 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Bachelors degree in Business Administration Education Human Resources Psychology Communications or related field.

• 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.

• 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.

• 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.