The Role
Develops, coordinates, and delivers operational training and communication resources. Translates process, compliance, underwriting, and IT changes into learner-focused materials, facilitates virtual and live training, supports adoption initiatives, documents workflows, tracks training progress, and maintains content in SharePoint/LMS. Partners cross-functionally to identify training gaps, improve engagement and consistency, and support operational effectiveness.
Summary Generated by Built In
The Operational Training & Enablement Specialist partners with Training & Development,
Operations, Compliance, Underwriting, IT, and other departments to translate business
initiatives, workflow changes, and operational processes into effective, end-user-focused
training and communication resources.
This role is responsible for supporting the development, coordination, and delivery of
operational training content and adoption initiatives across the organization. The ideal
candidate is highly organized, operationally minded, detail-oriented, and able to communicate
complex processes in a clear, practical, and user-friendly manner.
Successful candidates for this position demonstrate strong judgment, adaptability, intellectual
curiosity, communication awareness, and a commitment to continuous learning while working
effectively in fast-moving environments involving multiple departments, priorities, and
operational initiatives.
Operations, Compliance, Underwriting, IT, and other departments to translate business
initiatives, workflow changes, and operational processes into effective, end-user-focused
training and communication resources.
This role is responsible for supporting the development, coordination, and delivery of
operational training content and adoption initiatives across the organization. The ideal
candidate is highly organized, operationally minded, detail-oriented, and able to communicate
complex processes in a clear, practical, and user-friendly manner.
Successful candidates for this position demonstrate strong judgment, adaptability, intellectual
curiosity, communication awareness, and a commitment to continuous learning while working
effectively in fast-moving environments involving multiple departments, priorities, and
operational initiatives.
Key Responsibilities
- Assist in the development, maintenance, and continuous improvement of operational training materials, including presentations, Quick Reference Guides (QRGs), workflows, job aids, newsletters, announcements, and LMS/e-learning content.
- Translate operational, compliance, underwriting, and technology-related updates into practical, audience-appropriate training materials that support knowledge retention and operational effectiveness.
- Partner with cross-functional teams to support the rollout, communication, and adoption of operational initiatives, workflow enhancements, and process improvements.
- Participate in operational discussions and proactively identify areas where additional communication, clarification, documentation, or training reinforcement may be beneficial.
- Identify opportunities to improve training effectiveness, learner engagement, adoption rates, and operational consistency through observation, feedback analysis, and process evaluation.
- Assist with the facilitation of live webinars, virtual training sessions, onboarding programs, and operational workshops to support employee development and knowledge transfer.
- Analyze recurring operational questions, support trends, and workflow challenges to identify gaps in understanding and recommend additional training or process clarification.
- Support the ongoing adoption and effective use of company systems, operational processes, policies, and workflow expectations.
- Assist with the scheduling, coordination, documentation, and progress tracking of training initiatives, projects, and operational improvement efforts.
- Maintain organized and up-to-date training resources while supporting updates and content management within SharePoint, LMS platforms, Microsoft Teams, and other training systems.
- Perform other duties and responsibilities as assigned.
Skills, Knowledge and Expertise
- Strong written and verbal communication skills, with the ability to tailor messaging and training content to diverse audiences and learning styles.
- Strong operational awareness and the ability to understand, navigate, and support interconnected workflows across multiple departments and business functions.
- Excellent organizational and time management skills, with the ability to manage multiple projects, shifting priorities, and evolving business needs simultaneously.
- Demonstrated ability to receive, synthesize, and apply feedback effectively while continuously improving training materials, communications, documentation, and operational support resources.
- Strong critical-thinking, problem-solving, and decision-making skills, with the ability to quickly learn new concepts, adapt to change, and perform effectively in a fast-paced environment.
- Strong interpersonal and collaboration skills, with the ability to build productive working relationships across teams and organizational levels.
- Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and other training- and communication-related software platforms.
- Working knowledge of Encompass and mortgage operational workflows is preferred.
Experience Requirements:
- Minimum of one (1) year of professional experience in mortgage operations, training, education, onboarding, communications, operational support, process improvement, or a related field.
- Demonstrated ability and willingness to learn complex operational processes, systems, and regulatory requirements; mortgage industry experience is preferred.
- Experience working with Encompass or a comparable enterprise workflow management system is preferred.
- Experience supporting operational training programs, onboarding initiatives, workflow documentation, or process improvement efforts is preferred.
- Experience leveraging technology solutions, including LMS platforms, SharePoint, virtual training tools, and AI-assisted productivity platforms, to enhance communication, training effectiveness, and workflow efficiency is strongly preferred.
Benefits
- Above market salary
- HMO on Day 1 for principal and two dependents
- Government-mandated benefits
- Performance-based Incentives
- Quarterly Company Events
- 1,000 PHP De Minimis
- Equipment and software provided
About
NightOwl Consulting was born from the desire for more! As prior clients of a BPO, we found ourselves struggling with support, understanding of our business industry, and the treatment of our global family… from this, NightOwl Consulting was born. Our mission is to connect companies with world-class talent with the overall vision to build a global family that aspires to reach its highest potential.
Skills Required
- Minimum of one (1) year professional experience in mortgage operations, training, education, onboarding, communications, operational support, process improvement, or related field.
- Strong written and verbal communication skills, with ability to tailor messaging to diverse audiences and learning styles.
- Strong operational awareness and ability to understand and support interconnected workflows across departments.
- Excellent organizational and time management skills; ability to manage multiple projects and shifting priorities.
- Demonstrated ability and willingness to learn complex operational processes, systems, and regulatory requirements.
- Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and other training- and communication-related software platforms.
- Working knowledge of Encompass and mortgage operational workflows.
- Experience working with Encompass or comparable enterprise workflow management systems.
- Experience supporting operational training programs, onboarding initiatives, workflow documentation, or process improvement efforts.
- Experience leveraging LMS platforms, virtual training tools, SharePoint, and AI-assisted productivity platforms to enhance training and workflow efficiency.
- Highly organized, detail-oriented, operationally minded, adaptable, and collaborative.
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The Company
What We Do
NightOwl Consulting helps businesses and people realize new possibilities by connecting companies with world-class talent and building a global family that aspires to reach its highest potential.
