Training Supervisor

About Atome Financial

Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn's 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:

• Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
• Atome Card: A paylater anywhere card.
• Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
  
  

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders
  
  

Job Description

The Training Supervisor is responsible for overseeing the day-to-day operations of the Training Team, ensuring effective planning, development, implementation, and evaluation of training programs for In-House Collections and external Debt Collection Agency (DCA) partners.

The role ensures that all training initiatives are aligned with business objectives, operational requirements, quality standards, regulatory compliance, and company policies. The Training Supervisor provides direction and support to trainers, monitors training performance and effectiveness, and collaborates with Operations, Quality Assurance (QA), Complaints, and external partners to address performance gaps and drive continuous improvement.

The Training Supervisor serves as the primary point of coordination for training execution and ensures that training programs translate into measurable improvements in agent competency, customer interaction, collection performance, and compliance.

II. Key Responsibilities

• Training Operations and Program Management
• Oversee the planning, scheduling, and execution of New Hire Training (NHT), refresher training, upskilling, compliance training, and other learning initiatives for In-House Collections and DCA partners.
• Ensure training schedules are properly plotted, communicated, and aligned with staffing requirements and operational priorities.
• Monitor training requests and ensure they are accommodated based on established service-level expectations, trainer availability, and business requirements.
• Ensure consistent implementation of the approved two-week New Hire Training structure:
• Week 1: Trainer-led classroom training.
• Week 2: QA-guided nesting and practical application.
• Ensure trainees complete the required training activities, assessments, attendance requirements, and quality evaluations before endorsement to production.
• Manage training resources, materials, trackers, attendance records, and other operational documentation.
• Ensure that no additional trainees are added to an ongoing training batch without the required approval and adherence to the established SOP.
• Identify potential scheduling conflicts, resource constraints, and operational risks, and recommend appropriate solutions.
• Trainer Leadership and Performance Management
• Supervise, coach, and develop trainers to ensure consistent delivery of high-quality training programs.
• Establish clear expectations for trainer performance, accountability, productivity, and professional conduct.
• Conduct regular performance reviews, coaching sessions, and feedback discussions with trainers.
• Evaluate training delivery through class observations, material reviews, learner feedback, and training performance results.
• Review trainer feedback and ratings to identify strengths, development opportunities, and areas requiring intervention.
• Facilitate trainer onboarding and ensure new trainers understand their responsibilities, including nesting management, reporting, monitoring, and training methodologies.
• Promote a culture of collaboration, accountability, continuous learning, and openness to constructive feedback.
• Training Quality Assurance and Effectiveness
• Monitor training results, assessment scores, nesting performance, and post-training quality results to evaluate training effectiveness.
• Coordinate with QA, Complaints and Operations Teams to identify recurring errors, knowledge gaps, behavioral concerns, and compliance risks.
• Oversee the implementation of weekly AIQA refresher sessions based on agents quality performance and identified markdowns.
• Ensure agents identified for refresher training receive targeted interventions, followed by the required monitoring and evaluation period.
• Review training outcomes and recommend improvements based on quality trends, assessment results, and operational feedback.
• Continuous Improvement and Strategic Initiatives
• Identify opportunities to improve training delivery, instructional materials, learner engagement, and operational readiness.
• Develop and implement training initiatives that support business objectives, quality improvement, compliance, and collection performance.
• Evaluate existing programs and recommend enhancements based on learner feedback, QA results, operational data, and stakeholder input.
• Support the development of standardized training frameworks, trainer development programs, and learning evaluation processes.
• Promote knowledge sharing and best practices across trainers, markets, and DCA partners.
• Ensure training initiatives are measurable, sustainable, and aligned with the department's objectives and key results.
  
  

III. Qualifications And Competencies

• Bachelor's degree in Education, Business Administration, Communications, Human Resources, or a related field, or equivalent relevant work experience.
• Must have prior experience in collections operations.
• Experience in supervising trainers or managing and coordinating training programs.
• Strong understanding of training evaluation, quality monitoring, and regulatory compliance requirements.
• Core Competencies
• Leadership and people development
• Training design and facilitation
• Coaching and performance management
• Analytical thinking and problem-solving
• Stakeholder communication and relationship management
• Project and time management
• Quality assurance and compliance awareness
• Report preparation and data interpretation
• Decision-making and escalation management
• Adaptability and continuous improvement
• Expected Outcomes
  
  

The Successful Training Supervisor Is Expected To

• Maintain a well-organized and consistently executed training operation.
• Ensure trainers are equipped, accountable, and continuously develop their capabilities.
• Improve trainee readiness and confidence before production endorsement.
• Strengthen alignment between Training, Operations, QA, Complaints, and DCA partners.
• Reduce recurring performance gaps through targeted and measurable interventions.
• Maintain compliance with training policies, regulatory requirements, and documentation standards.
• Provide reliable performance insights and recommendations to support management decisions.
• Build a proactive, collaborative, and results-driven Training Team.