About BDO
BDO Unibank, Inc. is the Philippines leading full‑service bank, offering a wide range of financial and digital banking services. Guided by our brand promise We Find Ways, we are committed to delivering easy, reliable, and customer‑focused services. Build your career with a trusted industry leader.
Job Summary
Responsible for developing, maintaining, and enhancing capability solutions and content across the Contact Center, ensuring materials are accurate, structured, and ready for cascade. Supports transformation initiatives by translating business requirements into effective learning and knowledge solutions.
Key Responsibilities
- Develop and update capability materials and assets (training decks, eCourses, process documentation, job aids, knowledge content), ensuring accuracy and alignment with operational changes
- Curate and standardize content into structured, reusable, and consistent solutions across CCC
- Ensure all materials are complete, clear, and ready for deployment, enabling Capability Operations to deliver effectively
- Maintain and update learning repositories and knowledge systems, ensuring proper version control, accessibility, and accuracy
- Design and support digital and learner-friendly solutions (eLearning, guides, microlearning), improving usability and engagement
- Translate process updates, product changes, and project requirements into simple, actionable capability materials
- Participate in and support CCC and enterprise-wide projects, helping identify capability needs, manage timelines, and ensure readiness of learning solutions for rollout
- Coordinate with stakeholders (Operations, Quality, Total Experience, Product, Systems, and Projects) to gather requirements, track progress, and ensure alignment of deliverables
- Support continuous improvement of learning content, design standards, and user experience
Qualifications
- At least two years of Training Development experience in a bank or Call Center environment
- Experienced in designing and implementing learning solutions through eLearning, bite-size learning, process documentations.
- Experienced in Six Sigma or continuous improvement initiatives preferred
- With banking and / or credit card customer service support background preferred
Required Skills
- Ability to design and develop a training curriculum
- Ability to pitch ideas and collaborate with stakeholders to create unique, easy-to-understand and user-friendly learning/e-Learning materials
- Ability to independently analyze, recommend, develop and support innovative instructional solutions to meet continuous learning objectives through the use of electronic media
- Ability to be an expert on operational processes and metrics that impact Training
