Operational Training & Enablement Specialist

Department: Operations

Employment Type: Full Time

Location: Client

Compensation: ₱40,000 - ₱50,000 / month

Description

Key Responsibilities

• Assist in the development, maintenance, and continuous improvement of operational training materials, including presentations, Quick Reference Guides (QRGs), workflows, job aids, newsletters, announcements, and LMS/e-learning content. 
•  Translate operational, compliance, underwriting, and technology-related updates into practical, audience-appropriate training materials that support knowledge retention and operational effectiveness. 
•  Partner with cross-functional teams to support the rollout, communication, and adoption of operational initiatives, workflow enhancements, and process improvements. 
•  Participate in operational discussions and proactively identify areas where additional communication, clarification, documentation, or training reinforcement may be beneficial. 
•  Identify opportunities to improve training effectiveness, learner engagement, adoption rates, and operational consistency through observation, feedback analysis, and process evaluation. 
•  Assist with the facilitation of live webinars, virtual training sessions, onboarding programs, and operational workshops to support employee development and knowledge transfer. 
•  Analyze recurring operational questions, support trends, and workflow challenges to identify gaps in understanding and recommend additional training or process clarification. 
•  Support the ongoing adoption and effective use of company systems, operational processes, policies, and workflow expectations. 
•  Assist with the scheduling, coordination, documentation, and progress tracking of training initiatives, projects, and operational improvement efforts. 
•  Maintain organized and up-to-date training resources while supporting updates and content management within SharePoint, LMS platforms, Microsoft Teams, and other training systems. 
•  Perform other duties and responsibilities as assigned. 

Skills, Knowledge and Expertise

• Strong written and verbal communication skills, with the ability to tailor messaging and training content to diverse audiences and learning styles. 
•  Strong operational awareness and the ability to understand, navigate, and support interconnected workflows across multiple departments and business functions. 
•  Excellent organizational and time management skills, with the ability to manage multiple projects, shifting priorities, and evolving business needs simultaneously. 
•  Demonstrated ability to receive, synthesize, and apply feedback effectively while continuously improving training materials, communications, documentation, and operational support resources. 
•  Strong critical-thinking, problem-solving, and decision-making skills, with the ability to quickly learn new concepts, adapt to change, and perform effectively in a fast-paced environment. 
•  Strong interpersonal and collaboration skills, with the ability to build productive working relationships across teams and organizational levels. 
•  Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and other training- and communication-related software platforms. 
•  Working knowledge of Encompass and mortgage operational workflows is preferred. 

•  Minimum of one (1) year of professional experience in mortgage operations, training, education, onboarding, communications, operational support, process improvement, or a related field. 
•  Demonstrated ability and willingness to learn complex operational processes, systems, and regulatory requirements; mortgage industry experience is preferred. 
•  Experience working with Encompass or a comparable enterprise workflow management system is preferred. 
•  Experience supporting operational training programs, onboarding initiatives, workflow documentation, or process improvement efforts is preferred. 
•  Experience leveraging technology solutions, including LMS platforms, SharePoint, virtual training tools, and AI-assisted productivity platforms, to enhance communication, training effectiveness, and workflow efficiency is strongly preferred.

Benefits

• Above market salary
• HMO on Day 1 for principal and two dependents
• Government-mandated benefits
• Performance-based Incentives
• Quarterly Company Events
• 1,000 PHP De Minimis
• Equipment and software provided