Instructional Designer

Petsure Services Incorporated (PSI) is an insurance contact center and claims operation located in Taguig, Metro Manila. PSI has been in the Philippines since 2014.

PSI is jointly owned by Insurance Support Services International (ISSI) Corporation in the Philippines and PetSure in Australia.

Job Summary:

The People Development Specialist is responsible for developing and delivering high-quality learning solutions that support client requirements and operational performance. The role combines instructional design and facilitation responsibilities, including the creation of structured learning pathways, training materials, assessments, and learner support resources using adult learning principles and established instructional design methodologies.

 Working closely with Operations, Business Development, and key stakeholders, the Trainer ensures learning programs remain relevant, engaging, and aligned with business needs. The role also facilitates training programs, monitors learner progress, and implements interventions to support successful transition into Operations.

Roles and Responsibilities:

Instructional Design and Curriculum Development

• Design, develop, and maintain learning solutions that support client requirements, operational readiness, and business objectives.
• Apply instructional design methodologies (e.g., ADDIE/AGILE) and adult learning principles to create engaging, learner-centered training programs.
• Develop structured learning journeys, curriculum maps, prerequisite pathways, assessments, facilitator guides, learner materials, and performance support resources.
• Translate operational processes, business requirements, and client expectations into effective and scalable learning solutions.
• Review and continuously improve existing training content to ensure relevance, accuracy, learner engagement, and alignment with program updates.
• Collaborate with stakeholders to identify learning needs and recommend appropriate learning interventions.
• Ensure all learning content remains current, version-controlled, and compliant with internal and client requirements.

Learning Management System (LMS) & Content Administration

• Administer and maintain the organization's Learning Management System (LMS), ensuring learning content, assignments, assessments, learning paths, and learner records remain accurate and up-to-date.
• Upload, update, archive, and manage training materials and learning assets in accordance with established governance and version-control standards.
• Configure and manage learner enrolments, course assignments, completion tracking, and reporting requirements.
• Monitor LMS utilization, learner completion data, and learning analytics to identify opportunities for improvement and support business decision-making.
• Support the implementation of new learning programs, content updates, and enhancements within the LMS environment.

Training Delivery and Learner Support

• Plan and manage the end-to-end training lifecycle within agreed timelines, service level agreements.
• Facilitate and deliver client and program-specific training (new hire, upskilling, refreshers, and ad hoc sessions) using adult learning methodologies and approved materials.
• Monitor learner progress, provide coaching and feedback, document outcomes, and implement interventions to address skill gaps prior to endorsement to Operations.
• Provide timely updates to stakeholders on class progress, risks, and recommendations throughout the training cycle.
• Collaborate with Operations and Quality to identify performance gaps and implement training/coaching interventions, including post-training support (e.g., refreshers and performance-improvement initiatives)
• Participate in additional assignments and initiatives as required by business needs

Qualifications & Required Experience:

Knowledge and Experience

• Bachelor’s degree or higher, preferably Education, Psychology, HR, Communications, or related fields.
• Minimum 3 years of experience in instructional design, curriculum/training content development or related learning and development roles.
• At least 1 year of experience in training facilitation (preferably in a client-facing and product training environment)
• Demonstrated ability to design, structure, and develop learning content, training materials, assessments, and learner support resources.
• Demonstrated instructional design capability may be assessed through a case study, portfolio review, or sample output as part of the selection process.
• Experience in Customer Service within the BPO industry is required.
• Working knowledge of instructional design methodologies and adult-learning principles.
• Exceptional written and oral communication skills in English.
• Proficient in learning technologies and content development tools, including Microsoft Office, Learning Management Systems (LMS), and content-authoring platforms (e.g., Canva, Articulate, Rise, Storyline, or similar tools).
• Experience administering or maintaining a Learning Management System (LMS) is an advantage.
• Must be willing to work in a hybrid work arrangement - our office is located at Giga Tower Bridgetowne, E. Rodriguez Jr. Avenue, Quezon City
• Varying shift depending on the business' needs - mostly dayshift
• Must be amenable to start on or before October 6, 2026.

Soft Skills Required

• Lead, Engage, Inspire, Deliver
• Results-Orientation
• Problem Solving
• Analytical Thinking
• Collaboration and Stakeholder Partnership
• Customer-Focus
• Learning Agility
• Initiative and Ownership