Training Analyst

18 hours ago

Cebu City, Central Visayas, Philippines JPMorgan Chase Full time

Are you passionate about developing talent and optimizing business outcomes through innovative training strategies? As a Training & Development Analyst on our Talent Enablement Team, you will play a key role in ensuring our learners are equipped with the skills, tools, and support needed to deliver outstanding client experiences. You will collaborate across teams, maintain compliance, and foster a culture of continuous learning and improvement. This is a demanding, high-impact role that requires grit, adaptability, and the ability to excel in a fast-paced environment. Successful candidates will be resilient, resourceful, and committed to delivering results under pressure while taking ownership of both content creation and delivery.

Job Summary

As a Training & Development Analyst on our Talent Enablement Team, you will empower learners and promote business results by delivering engaging training, maintaining up-to-date materials, and supporting seamless integration of new processes and tools. Ideally, you should possess knowledge of at least two of the following: MS Solution Center L1 for Canada, MS Solution Center L1 for U.S., or WePay SMB, to effectively support COS Merchant Services Solution Center operations across North America.

Job Responsibilities

  • Deliver engaging training sessions and manage, update, and archive training materials and resources.
  • Facilitate access to tools and resources for learners, troubleshoot issues, and communicate proactively with stakeholders.
  • Take at least 4 hours of calls per month to maintain business knowledge and provide coaching.
  • Continuously learn and understand the business, products, and processes for relevant training.
  • Identify and implement process improvements, support new rollouts, and help standardize training content.
  • Teach soft skills and conversation de-escalation techniques to improve client interactions.
  • Educate learners on merchant account features, processes, and best practices.
  • Participate in quality assurance activities and provide constructive feedback to learners.
  • Stay current with procedures, communications, training content, and industry developments.
  • Maintain flexibility and adaptability in training approaches to meet changing business needs.
  • Manage multiple priorities and deadlines in a fast-paced, high-volume environment, demonstrating resilience and a positive attitude.

Required Qualifications, Capabilities, and Skills

  • Experience in training delivery, documentation management, and process improvement.
  • Strong communication and collaboration skills.
  • Proficiency in Microsoft Excel (including formulas and pivot tables), PowerPoint, and SharePoint.
  • Demonstrated ability to create and deliver engaging training content with measurable results.
  • Proven ability to take ownership of tasks, work independently, and deliver results in a fast-paced environment.
  • Proactive in identifying and resolving issues, and adaptable to changing priorities.
  • Commitment to continuous learning, improvement, and openness to feedback.
  • Ability to troubleshoot tool access and escalate issues promptly.
  • Familiarity with regulatory compliance and business control standards.

Preferred Qualifications, Capabilities, and Skills

  • Experience supporting payment integrations and new product launches.
  • Proven ability to mentor and develop team members.
  • Track record of implementing innovative training strategies.
  • Ability to foster cross-functional collaboration and knowledge sharing.

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