Operations Training & Change Leadership Specialist

Citigroup; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Citigroup is seeking a training and capability development professional to design targeted curricula for frontline teams in the Philippines. You will partner with AVPs, Operations Heads, and Compliance to translate regulatory updates into impactful training interventions.

You will monitor post-training performance, conduct capability gap analyses, and produce executive insights to guide leadership decisions and process improvements.

Qualifications

• 2-5+ years of relevant experience in operations support, instructional design, training delivery, or process improvement within financial services.
• Bachelor's degree/University degree or equivalent professional experience.
• Data analytics tools to assess performance trends, track KPIs, and perform root-cause analysis.
• Advanced proficiency in MS Office (Excel, PowerPoint, Word, Teams) and enterprise learning platforms.
• Understanding of operational workflows, client account maintenance, custodian processes, and regulatory standards.
• Proven collaboration with senior stakeholders (AVPs, Department Heads, Compliance, Risk).
• Ability to lead change management during transitions.
• Excellent verbal and written communication skills.

Responsibilities

• Design and deliver targeted training programs for frontline officers and teams to improve operational execution and customer satisfaction.
• Collaborate with AVPs, Operations Heads, Product Managers, and Compliance on regulatory updates and product rollouts.
• Monitor post-training performance and refine modules to reduce errors and improve service quality.
• Perform capability gap analytics to identify skill deficiencies and learning trends.
• Convert training metrics into actionable insights for senior leadership.
• Establish KPIs to measure ROI and training effectiveness.
• Champion change management during systems migrations and process redesigns.
• Ensure new workflows and tools are adopted with minimal disruption.
• Align SOPs with updated controls and compliance requirements.
• Coach and upskill peer trainers and team leads.
• Provide guidance to frontline staff to foster autonomy and sound judgment.
• Serve as SME on process execution, quality assurance, and customer resolution.
• Ensure compliance with laws, rules, regulations, and Citi policies.
• Assess and escalate control gaps and audit findings identified during training evaluations.

Skills

Operations experience

Instructional design

Training delivery

Process improvement

Data analytics

KPIs tracking

Stakeholder engagement

Change leadership

Autonomy

Communication skills

Education

Bachelor's degree

Tools

MS Office

LMS / enterprise learning platforms

Job description

Citigroup is seeking a training and capability development professional to design targeted curricula for frontline teams in the Philippines. You will partner with AVPs, Operations Heads, and Compliance to translate regulatory updates into impactful training interventions.

You will monitor post-training performance, conduct capability gap analyses, and produce executive insights to guide leadership decisions and process improvements.