Senior Instructional Designer, Mortgage Operations

NightOwl Consulting Philippines Inc.; Philippines; On-site; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

Above market salary

HMO on Day 1 for principal and two-</n

Job summary

NightOwl Consulting Philippines Inc. is seeking an Instructional Design Lead to own the design, development, and continuous improvement of training content for Benchmark’s operational teams.

You will translate underwriting guidance and QC feedback into clear learning materials, collaborate with processing and underwriting partners, and ensure content stays current and effective across multiple formats and delivery channels.

Qualifications

• 5+ years of experience in instructional design, training development, or related field.
• Experience creating process documentation, job aids, and knowledge resources.
• Ability to translate complex regulatory and underwriting guidance into practical learning materials.

Responsibilities

• Lead the design, development, and continuous improvement of training programs, courses, and learning materials for operational teams, utilizing instructional design methodologies and adult learning best practices.
• Develop, update, and maintain Quick Reference Guides (QRGs), job aids, HUB pages, e‑learning modules, and process documentation across multiple formats and delivery channels.
• Partner with subject matter experts across processing, underwriting, and other business functions to capture accurate workflows and translate complex processes into clear, practical, and actionable learning content.
• Conduct training needs assessments to identify skill gaps, knowledge deficiencies, and performance improvement opportunities, and recommend targeted learning solutions.
• Translate underwriting guidance, QC feedback, regulatory updates, and operational changes into effective training materials, process documentation, and learning resources.
• Evaluate training effectiveness through learner feedback, assessments, performance metrics, and operational outcomes, and continuously refine content based on results.
• Ensure all training materials accurately reflect current operational workflows, policies, procedures, and business practices.
• Identify gaps in documented processes, training content, and operational execution, and implement updates to improve consistency, efficiency, and knowledge transfer.
• Maintain training content within the BM HUB, ensuring proper organization, version control, accessibility, and ongoing content governance.
• Monitor recurring operational issues and performance trends, providing recommendations to enhance training programs, process documentation, and workflow execution.
• Support onboarding materials, new hire training initiatives, and targeted learning programs as needed to meet business and operational objectives.
• Perform other duties and responsibilities as assigned.

Skills

Instructional design

ADDIE

Articulate/Captivate

Mortgage knowledge

Technical writing

Clear documentation

Collaboration

SharePoint

MS Office

Tools

Articulate 360

Captivate

LMS platforms

Job description

NightOwl Consulting Philippines Inc. is seeking an Instructional Design Lead to own the design, development, and continuous improvement of training content for Benchmark’s operational teams.

You will translate underwriting guidance and QC feedback into clear learning materials, collaborate with processing and underwriting partners, and ensure content stays current and effective across multiple formats and delivery channels.