Process Documentation & Training Support Specialist

Job Title

Process Documentation & Training Support Specialist (Mid-Level)

Work Arrangement

Full Onsite – Ortigas

Employment Type

Contract / Project-Based (with possible extension based on project requirements)

Role Summary

The Bank is seeking a mid-level Process Documentation & Training Support Specialist (Core Banking) to support the ongoing implementation of a new core banking system. This role is primarily responsible for independently producing accurate, clear, and operationally usable Job Cards and Desktop Procedures based on approved business processes, system configurations, and validated test scenarios.

The role focuses on translating end-to-end business processes in the new core banking system, including system behavior and UAT/simulation outcomes, into clear, practical, and operationally usable Job Cards and Desktop Procedures that will be used by branch users, operations teams, and production support during and after branch training. In addition to documentation, the role will support training activities and system simulations, including monitoring and consolidating issues, questions, and observations raised by trainees, and coordinating clarifications and resolutions with Subject Matter Experts (SMEs).

This role does not involve system design, solution architecture, or configuration decisions. Its scope is limited to documentation, training support, and assist to ensure operational readiness activities.

Due to the collaborative and time-critical nature of conversion preparation, this role requires full onsite presence in Ortigas to enable close coordination with business users, IT teams, and vendor representatives. Occasional travel within the Philippines may also be required, including accompanying Subject Matter Experts (SMEs) to specific regions as part of training and operational enablement activities.

Key Responsibilities

• Develop, review, and maintain Job Cards and Desktop Procedures for end-to-end processes in the new core banking system, supporting branch, batch, and operations teams during and after conversion.

• Translate approved business processes, system behavior, and UAT/simulation outcomes into clear, step-by-step operational documentation for daily use.

• Prepare and update training materials and presentation decks (Presmats) to support training sessions and simulations.

• Support training and simulation activities by monitoring sessions, documenting issues, questions, and observations raised by trainees, and consolidating these for review.

• Coordinate closely with Subject Matter Experts (SMEs), business users, IT teams, and vendors to validate documentation, clarify issues, and ensure agreed resolutions are accurately reflected.

• Ensure all documentation remains consistent, compliant, and up to date, incorporating configuration changes, defect fixes, and approved process updates.

• Participate in walkthroughs and knowledge-transfer sessions to support operational readiness and smooth transition to production.

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Required Qualifications (Mid-Level)

• 3–6 years of professional experience in banking operations, core banking initiatives, or bank-related projects.
• Hands-on experience working with a core banking system in an implementation, migration, UAT, training, or production support context.
• Proven experience creating operational documentation, such as Job Cards, Desktop Procedures, SOPs, or runbooks used by business or operations teams.
• Working knowledge of banking operations, including CASA, loans, deposits, teller activities, batch, or back-office processing
• Ability to work independently with minimal supervision while following established documentation standards and templates.
• Strong attention to detail and ability to manage multiple documentation and training-related deliverables under tight timelines.

Preferred Qualifications

• Prior involvement in large-scale core banking transformation or migration projects.
• Exposure to UAT execution, system simulations, training runs, or cutover readiness activities beyond documentation.
• Familiarity with Sunline SunCBS, Temenos T24, Finacle, or similar tier-1 core banking platforms.
• Understanding of bank operational controls, audit expectations, and regulatory considerations affecting documentation and training.
• Experience coordinating with Subject Matter Experts (SMEs) and cross-functional teams to resolve process or documentation gaps.

Skills & Competencies

• Banking process analysis and process translation
• Operational and technical documentation writing
• Training and simulation support
• Stakeholder coordination (business, IT, QA, vendor)
• Issue tracking, consolidation, and escalation
• Documentation version control and quality management

Key Deliverables

• Validated Job Cards and Desktop Procedures aligned with the implemented core banking system.
• Updated documentation reflecting UAT outcomes, configuration changes, and defect resolutions.
• Consolidated issue logs, presmats, and inputs to training, conversion, and system handover activities.

Work Setup

• Full onsite work in Ortigas.
• Project-based engagement aligned with the core banking implementation timeline.
• Occasional travel within the Philippines as required for training or readiness activities.