Job description

We are seeking a skilled and experienced Trainer – Order-to-Cash (O2C) to deliver comprehensive training programs that support onboarding, upskilling, and continuous learning initiatives across O2C operations. The Trainer will facilitate learning sessions, develop and maintain training materials, assess learner performance, and partner with Operations and Quality teams to ensure employees achieve proficiency in key O2C processes.

The ideal candidate combines strong O2C functional expertise with excellent facilitation and instructional design skills to drive operational excellence, employee readiness, and service delivery performance.

Key Responsibilities

Training Delivery & Facilitation

Deliver instructor-led, virtual, and blended learning programs for new hires and existing employees.
Facilitate training sessions covering the end-to-end Order-to-Cash lifecycle, including:
Credit Management
Order Processing
Billing and Invoicing
Accounts Receivable
Collections
Cash Application
Ensure training programs are engaging, interactive, and aligned with business requirements.
Assess learner understanding through evaluations, knowledge checks, simulations, and certification activities.

Content Development & Maintenance

Develop, update, and maintain training materials, facilitator guides, participant guides, job aids, process documentation, and assessment tools.
Collaborate with subject matter experts and operational stakeholders to ensure training content reflects current processes, policies, and client requirements.
Support the creation of e-learning modules and digital learning resources.

Performance Support & Coaching

Conduct nesting support and post-training coaching sessions to reinforce learning and improve performance.
Identify knowledge gaps through quality reviews, performance metrics, and operational feedback.
Provide targeted coaching and refresher training to improve employee proficiency and accuracy.
Support transition and change management initiatives by preparing employees for process updates and new business requirements.

Stakeholder Collaboration

Partner with Operations, Quality Assurance, and Process Excellence teams to align training initiatives with business goals and operational KPIs.
Participate in calibration sessions to ensure consistency between training content and operational expectations.
Support client visits, audits, and business reviews as needed.

Learning Effectiveness & Reporting

Monitor and report training effectiveness, learner performance, and speed-to-proficiency.
Analyze assessment results and operational performance trends to identify opportunities for training enhancement.
Maintain training records, attendance reports, certifications, and training dashboards.
Recommend improvements to training programs based on business needs and learner feedback.

Required Qualifications & Skills

Experience

Minimum 2-3 years of experience as a Trainer, Learning Specialist, or Training Facilitator in a BPO, Shared Services, GCC, or captive operations environment.
Minimum 2-3 years of hands-on experience in Order-to-Cash operations.
Experience delivering process, systems, and compliance-related training programs.

O2C Domain Expertise

Working knowledge of:

Credit Management
Order Management
Billing and Invoicing
Accounts Receivable
Collections
Cash Application
Customer Account Management
O2C Process Controls and Compliance

Technical & Training Skills

Strong facilitation and presentation skills.
Experience creating training materials and learning content.
Knowledge of adult learning principles and instructional design methodologies.
Proficiency in Microsoft Office tools, especially PowerPoint, Excel, and Word.
Experience with Learning Management Systems (LMS) is preferred.
Ability to simplify complex processes into effective learning modules.

Communication & Interpersonal Skills

Excellent verbal and written English communication skills.
Strong coaching and mentoring capabilities.
Effective stakeholder management and collaboration skills.
Ability to engage diverse audiences across multiple levels of the organization.

Preferred Qualifications

Experience supporting global clients and geographically distributed teams.
Exposure to ERP platforms such as SAP, Oracle, NetSuite, or Microsoft Dynamics.
Background in Shared Services, BPO, SSC, GCC, or Finance & Accounting operations.
Certification in Training Facilitation, Instructional Design, Lean Six Sigma, or related disciplines is an advantage.

Trainer Order-to-Cash | TP ALABANG