Subject Matter Expert & Training Mentor (Hybrid)

Crawford; Manila; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Crawford is seeking an experienced Subject Matter Expert (SME) to support training, handle escalated calls, and transfer knowledge across teams in Manila. You will assist leads and managers, enabling supervisors to coach more effectively and empowering agents with SME guidance.

The role emphasizes strong communication, English proficiency, and collaboration across operations. A hybrid work arrangement is expected, aligning with Crawford's Manila office presence.

Qualifications

• Bachelor's degree is required.
• At least 1 year equivalent work experience as SME (external) or 1 year tenure in current process (internal).
• Excellent communication and interpersonal skills with people at all levels.
• Proficiency of the English language, both in verbal and written.

Responsibilities

• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where solutions would improve business performance.
• Consulting across business operations, providing mentorship, and contributing specialized knowledge.
• Recommending solutions and determining development requirements.
• Providing subject expertise and guidance to staff (nesting, endorsement, transition to Operations).
• Overseeing the development, testing, and implementation of solutions.
• Determining whether solutions meet defined requirements.
• Verifying reference information, including DTPs and system requirements.
• Ensuring accurate representation of expertise prior to the distribution of solutions to end-users.
• Documenting processes and disseminating information to all relevant stakeholders.

Skills

Communication skills

Interpersonal skills

English proficiency

Education

Bachelor's degree

Job description

Crawford is seeking an experienced Subject Matter Expert (SME) to support training, handle escalated calls, and transfer knowledge across teams in Manila. You will assist leads and managers, enabling supervisors to coach more effectively and empowering agents with SME guidance.

The role emphasizes strong communication, English proficiency, and collaboration across operations. A hybrid work arrangement is expected, aligning with Crawford's Manila office presence.