BPO Lead Associate - Process Training (Insurance Account)

Job Summary:

This role requires strong facilitation, coaching, and communication skills to ensure training effectiveness and drive performance excellence.

Key Responsibilities:

• Conduct new hire and refresher training programs focused on insurance product knowledge, process flows, and compliance standards
• Design, update, and enhance training materials and modules in line with client requirements and process updates
• Deliver training through virtual or in-person platforms with clear, engaging, and structured facilitation
• Partner with operations and quality teams to identify skill gaps and recommend targeted learning interventions
• Provide coaching, mentoring, and feedback to trainees and frontline agents during nesting and production phases
• Track and report training effectiveness metrics and drive continuous improvement initiatives
• Maintain up-to-date knowledge of insurance products, industry regulations, and internal systems
• Support onboarding initiatives and ensure trainees are equipped for successful production readiness

Qualifications:

• Minimum of 2 years experience in Product/Process Training in a BPO environment (insurance account preferred)
• Proven experience in training facilitation, content development, and performance coaching
• Excellent verbal and written communication skills
• Strong interpersonal and stakeholder management skills
• Proficient in MS Office (Word, Excel, PowerPoint) and virtual training tools (Zoom, Teams, etc.)
• Ability to work under pressure in a fast-paced, dynamic setting
• Willing to start ASAP
• Willing to work onsite

Benefits:

• Competitive salary package
• HMO coverage and life insurance
• Performance-based incentives
• Paid time off and leave benefits
• Opportunities for career growth and development
• Supportive and collaborative work environment
• Relocation Assistance for Candidates Outside Iloilo
• While monetary relocation allowance will not be provided, the company may offer assistance such as:
• Airfare to Iloilo
• Temporary accommodation during onboarding
• On-ground support to help with initial relocation needs