Senior L&D Specialist: Elevate Customer Service Training

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Senior Learning & Development Specialist to design and deliver training programs for our travel account's policy beneficiaries, ensuring service and operational standards are met. You will work with the Service Delivery Manager, operations, and medical teams to build capabilities for high-quality case management.

The role covers onboarding, refresher, cross-functional, and product/service training, plus tracking effectiveness and maintaining training resources.

Qualifications

• Minimum 2 years delivering training across settings.
• Ability to identify performance needs and measure impact.
• Experience on an Assistance or Customer Service platform is favorable.
• Accountability for trainee performance and development.

Responsibilities

• Partner with operations leaders to identify training needs and improve performance.
• Design, develop, and localize training materials and programs.
• Deliver onboarding, refresher, cross-functional, and product/service training.
• Support learning plans with minimal disruption to operations.
• Collaborate on coaching and performance improvement initiatives.
• Maintain training resources and documentation for accuracy and accessibility.
• Monitor training effectiveness and implement improvements.

Skills

Training design

Facilitation & delivery

Learning analytics

Stakeholder management

English communication

Education

Bachelor's degree in Learning & Development or HR

Train the Trainer certification

Tools

Learning Management System (LMS)

Documentation systems

Job description

Hammerjack Pty Ltd is seeking a Senior Learning & Development Specialist to design and deliver training programs for our travel account's policy beneficiaries, ensuring service and operational standards are met. You will work with the Service Delivery Manager, operations, and medical teams to build capabilities for high-quality case management.

The role covers onboarding, refresher, cross-functional, and product/service training, plus tracking effectiveness and maintaining training resources.