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SOP Content Manager (01 Position)

Omaha, USA

Job Description:

  • Designs, develops and implements Chargebacks, Disputes and Fraud learning programs aligned with business priorities and needs.
  • Works with key operational and leadership teams to continually improve Standard Operation Procedure (SOP) and optimize their operational environment.
  • Drives day to day activities to ensure operational SOP's are effectively managed and maintained from a governance and on-going operations perspective.
  • Acts as the primary point-of-contact for all SOP processes by collaborating closely with our global teams to develop and deliver globally consistent trainings and efficient processes.
  • Oversees the maintenance and enhancement of a SharePoint-based procedure repository.
  • Tracks all SOP's from creation to implementation, including managing SOPs requiring review or about to expire.
  • Delivers engaging and interactive training programs to onboarding new hires and Chargeback and Dispute Analysts.
  • Proficient in the usage of wide variety of training channels to achieve training and business objectives; including digital/online modules, live trainings, manager coaching, rep coaching, and full-bodied training curriculum.
  • Able to create upbeat, engaging, and positive classroom and virtual training environments for the learners.
  • Performs periodic reviews, analysis and revisions of training materials to determine effectiveness of training and adherence to SOPs.
  • Builds and maintains a strong knowledge of the business, including internal and external trends, and keeps up to date with i2c Inc. business, payments industry and regional nuances.
  • Creates an inclusive environment for all learners as well as being able to lead to success a dynamic group by communicating clear guidelines and instructions.

We are looking for:

  • Minimum Education: Required: Bachelor’s degree (B.A.) from 4year College or university or equivalent
  • Required Experience: Minimum 2years related experience and/or training or equivalent.


  • Proven track record in creating, organizing and developing standardized SOPs and content creation specific to banking industry regulations (Reg E/Z, SAR, FCRA, MasterCard, Visa) while also combining with internal processes and tools.
  • Required Experience: Minimum 1-2 years in payments industry working disputes/chargebacks or fraud.
  • Passion for creating, teaching and providing the best learning experiences for adult learners.
  • Strong writing and content creation skills.
  • Ability to assess effectiveness of SOPs through internal auditing processes.
  • Experience in delivering formal or informal learning programs using single channel or blended approaches, including virtual and classroom-based instructor-led training (ILT), peer-to-peer learning, on-the-job learning and eLearning.
  • Ability to facilitate workshops while increasing participant’s learning experience.
  • Ability to comprehend and translate complex technical concepts into terms that are easy to understand for non-industry audiences in an influential and persuasive manner.
  • Strong communication (written and verbal) and consulting skills.
  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.
  • Microsoft Office: Outlook, Word, PowerPoint and Excel.
  • Knowledge of Microsoft Teams, Skype, Zoom, and other online training/meeting platforms.
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