The in scope activities for this process involves i nbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc and o utbound calls for early stage (0-59 days) delinquent customers - dialer and manual. Products to be managed are m ortgage, club, condo and latitude.

• Responsible for Imparting Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending.
• Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various topics to prepare and support new employees.
• Training experienced employees on new or updated procedures to improve their performance.
• Observing the daily operations of employees and identifying any areas of improvement.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Creating and managing the training budget.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Familiarity with learning management systems prefered.
• Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices.
• Strong teaching abilities and mentoring skills.
• Good communication, interpersonal, and conflict resolution skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.
• Train customer service agents on behavioral skills, Business Conduct Delivery of Process/Subject matter training to New recruits.
• Maintain Track records of performance and analyse data critically.

At least 2 year of college completion

Min 2-3 years of experience in training

Min 2-3 years experience in training banking contact center team

• Excellent oral and written communication and listening skills
• Experience in Training
• Excellent Coaching & People Management Skills
• People Management Skills
• Knowledge of MS Office applications
• Knowledge of US banking regulations and Ring fence transfer scheme preferred
• Willingness to work in shifts