Trainer Contact Centre Banking ( Ctc - 5 lkhs)
Department Channel Operations :- Banking
Reporting To Training Manager
Role requires delivering, developing and implementing training program, Role will require someone with excellent people skills, an excellent customer focussed ethos, and be able to share considerable industry experience and best practice ideas to help us drive towards class-leading quality-oriented customer service. Provide guidance and direction to train on product propositions and processes so that they function in sync with Banks internal guidelines. Coaches and counsels frontend as necessary to ensure their success.
List in order of importance the major responsibilities of the job and the percentage of time spent on activities
Sr. No. Key Responsibilities
Takes ownership of training/projects assigned, including coordination of supplies, equipment and training materials.
To identify learning and development needs, develop targeted solutions
Conducting new hire Induction, Process Training for existing and new hired staff.
Conducting refresher training for existing employees.
3 Taking corrective measures for the existing staff on identifying Audit failures.
Develop and implement a training calendar based on a robust training need analysis.
Manage curriculum Calendars
Collaborate with key stake holders in the business and other relevant teams to ensure seamless training delivery.
Ensure Training delivery for the respective processes is managed end to end and all contractual obligations are adhered.
Review the performance with the stake holders to deliver as per process expectations.
Creating and publishing dashboards on performance to all stake holders.
Aid the operations team in improving performance, team motivation and teamwork
Delivering dynamic training session (Customer service, soft skills etc.) across the enterprise to a diverse learning audience.
Ensures effective knowledge transfer via an assortment of teaching methodologies, assessment tools and continuous improvement opportunities.
Highly adept at maintaining fruitful, beneficial relationships horizontally and vertically across the organization.
Qualifications and Experience
Qualifications & Experience
Graduation / Post Graduation
Min 2 years of experience in training in a bank with change environment
Excellent in verbal and non verbal communication
Innovative, detail oriented, takes complete ownership
Excellent interpersonal and communication skills
Should possess people management skills
Should possesses presentation skills
Coaching and Mentoring skills
TNI and Trend Analysis
Ability to work with vendors / partners to deliver quality service
Min experience of conducting batches of 30+
Certified trainer (Not mandatory)
Salary: INR 3,00,000 - 5,00,000 PA.
Industry:Banking / Financial Services / Broking
Functional Area:Financial Services, Banking, Investments, Insurance
Role Category:Retail/Personal Banking
Role:Customer Service Manager
Desired Candidate Profile
Contact Company:Quotient Consultancy