Instructional Design Specialist - Payments Banking

Concentrix Philippines; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix Philippines is seeking an experienced Instructional Designer to lead learning initiatives for frontline agents on a regulated fintech/payments product. You will turn SME knowledge into a versioned learning system, redesign major curricula, and create a master playbook with stage-gated assessments.

You will mentor peers, collaborate with ops SMEs, quality, trainer, product, and compliance stakeholders, and produce audit-ready evidence packs within tight timelines.

Qualifications

• 3–5+ years of instructional design experience in operations, contact‑center, or compliance adjacent roles.
• Direct experience in payments, banking, fintech, or card‑network / dispute operations
• Familiarity with regulated environments (BSA/AML awareness, consumer complaint / error‑resolution handling)
• High proficiency in content‑authoring tools (Captivate, Articulate, Vyond)
• Advanced skills in photo and audio editing software
• Works independently with minimal guidance on complex problems
• Proven ability to design certification / graduation gates and assessments tied to a single source of truth
• Strong writing and structuring skills for audit‑ready procedures
• Comfort partnering with ops SMEs, quality, and compliance without owning legal interpretation
• Bias toward effectiveness measurement and trend analysis over completions

Responsibilities

• Lead learning initiatives and major curriculum redesign projects for payments/fintech agent enablement
• Redesign CORE and compress SME content into teachable modules
• Build and maintain the master playbook for disputes, money movement, and account settings
• Design stage-gated assessments mapped to playbook sections; drive refreshers using data
• Create onboarding materials and knowledge-base structure with change control
• Oversee implementation of academy modules and nesting; collect multi-source feedback
• Lead stakeholder discussions to align training vision with partners
• Mentor peers and conduct peer reviews of instructional materials
• Produce audit-ready evidence packs for partners and regulators
• Design soft-skills modules and graduation/nesting criteria

Skills

Instructional design

Payments sector

Regulated environments

Content authoring tools

Photo editing

Audio editing

Independent/work independently

Certification design

Audit readiness

Data-driven analysis

Tools

Captivate

Articulate

Vyond

Job description

About the role

We are hiring a contractor Instructional Designer to lead learning initiatives for frontline agents on a live, regulated consumer fintech / payments product. The product includes debit card, ach, wires, mobile check deposit, issued checks and close loop P2P payments. Agents execute processes that banks and regulators will audit; therefore training records, playbooks, and gated assessments are part of the control environment, not an HR extra.

This role turns SME knowledge into a versioned learning system: major curriculum redesign, a master playbook, stage-gated assessments, and a graduation / nesting path. You work independently on complex problems, mentor peers, and partner with ops SMEs, quality, trainer, product, and compliance stakeholders.

Key responsibilities

• Lead learning initiatives and major curriculum redesign projects for payments / fintech agent enablement (ecosystem baseline product fluency onboarding / use cases systems soft skills graduation and nesting)

• Redesign CORE: compress existing SME content into teachable modules; move from a ~4-day CORE toward ~3 weeks for support and ~ 12 week for disputes of CORE plus nest

• Build and maintain the master playbook as the source of truth for disputes, money movement, and account settings, at the depth banks and networks expect

• Design stage-gated assessments mapped to playbook sections; use failure data to drive targeted refreshers (AI-assisted, playbook-grounded)

• Create onboarding materials, knowledge-base / SharePoint (or equivalent) structure, and advanced project documentation so curriculum, playbook versions, and evidence stay findable and change-controlled

• Oversee implementation of academy modules and nesting; consolidate multi-source feedback (SMEs, QA, learners, trainers) and perform deeper performance and trend analysis (assessment failures, QA outcomes, trainer / training effectiveness)

• Lead high-level stakeholder discussions to align on training vision and strategy with Learning Enablement, Payments / Ops SMEs, quality, and compliance partners

• Mentor peers and conduct peer reviews of instructional materials for accuracy, teachability, and audit readiness

• Produce an audit-ready evidence pack (completions, scores, playbook version) within one business day for partners and regulators

• Design soft-skills modules (de-escalation, issue resolution, personalized outreach vs. templates) and graduation / nesting criteria

About you

• 3–5+ years of instructional design experience, ideally for operations, contact‑center, or compliance‑adjacent roles

• Direct experience in payments, banking, fintech, or card‑network / dispute operations

• Familiarity with regulated environments (BSA/AML awareness, consumer complaint / error‑resolution handling, or similar)

• High proficiency in content‑authoring tools (Captivate, Articulate, Vyond)

• Advanced skills in photo and audio editing software

• Works independently with minimal guidance and handles complex problems (long SME docs, regulated processes, multi‑stakeholder redesign)

• Proven ability to design certification / graduation gates and assessments tied to a single source of truth — not attendance-based completion

• Strong writing and structuring skills for procedures that must stay accurate under audit

• Comfort partnering with ops SMEs, quality, and compliance without owning legal interpretation

• Bias toward effectiveness measurement and trend analysis over completions alone