Trainer - L3

Roles and Responsibilities

• Build Training Plans and curriculum roadmaps.
• Deliver trainings to New Hires (Class room training).
• Audits transactions for agents on the floor on a prescribed sheet defined by the client or TT
• Give documented feedback as per the gaps identified in the audit.
• Attend Weekly calibration calls with the client/internal to be attended as per calibration roster.
• Conduct training sessions as per requirement under specified timelines.
• Complete his/her certification process.
• Performance Assessment of Trainees during tests
• Database management, daily reports, and analysis.
• Structure On boarding Training requirements, Pre Process, Customer Visits etc.
• Ensure that all new employees go through the defined new learning path for their respective roles in the account.
• Provide refresher and remedial training for existing employees.
• Ensure all regulatory requirements are complied with from time to time.
• Maintain trainee data and information.
• Generate training reports from time to time.
• Support any administrative tasks like trainee roster and scheduling etc.
• Create/Customize training content for delivery.
• Provide feedback and coaching to analysts on the floor.
• Take ownership for improvement in performance.
• Analyze training needs for employees working for the account.
• Responsible for adhering to training standardization guidelines defined by the BU Training Function.
• Responsible to work with Operations to bridge gaps during training.
• Strengthen the Retail Banking Training Capability within the team with the help of dedicated and in team trainers.
• Project Manage the Knowledge Acquisition and Knowledge Transfer around Domain, Product and Process Knowledge during new project transitioning.
• Identify and fill gaps in client training programs to enable the employees achieve the set benchmarks of Quality.
• Conduct Transition Analysis and Due Diligence for Training Readiness and Capability Development.
• Facilitate the designing of relevant and effective training programs for New Joiners.
• Help prepare educational materials such as modules, summaries, videos etc.
• Maintain and define a keen understanding on training trends, developments and best practices.
• Plan training programs based on business objectives and goals.
• Identify Business Impact for Training Interventions and showcase value.
• Define and align the learning curve with industry standards.
• Collaborate and coordinate with different virtual teams across the globe for best practices and content assimilation.
• Deploy a wide variety of training methods.
• Closely work with Quality teams to conduct Root Cause and Error analysis.
• Create mechanisms of dissemination of process updates, upskilling and cross skilling of employees.
• Facilitate, create and change manage domain and sub domain level content to ensure currency.
• Share domain specific insights on client discussions and engage into strategic decision making.
• Ensure strong reporting and governance with internal and client teams.
• Be a Subject matter expert for Retail Banking Processes.

Education

Graduate

Knowledge

Must Have

• 03+ years of experience in Retail Banking (Debit/Disputes).
• Must be a graduate.
• Willingness to work 24/7 - needs to be comfortable with working in shifts.
• Track record in designing and executing successful training programs.
• Familiarity with traditional and modern training methodologies (mentoring, coaching, on job or in classroom training, e-learning, workshops, simulations, gamifications, etc.)
• Excellent communication & leadership skills.
• Ability to plan, multi-task and manage time effectively.
• Experience in Project Management would be an added advantage.
• Proven track in providing structure and ensuring knowledge retention through various means.
• Prior experience of transitioning new accounts and managing the Knowledge Acquisition and Knowledge Transfer from clients/ incumbent vendors.
• Excellent written and oral communication capabilities in English.
• Confident and mature to handle client and stakeholder interactions.
• Good rapport building skills, extremely methodical and organized.
• Feedback and Coaching skills.
• Good analytical ability.
• Good skills of reading / learning, researching.
• Demonstrated Customer Service Skills.
• Applicant should be proficient with MS-Office (Word, Excel, power point).

Experience

• Preference would be given to a post graduate in Finance or an MBA (Finance).
• Retail Banking certification(s) preferred.
• Candidate must have a flair for Training proven through past track record.
• Minimum of 3 years of experience in the Retail Banking (Voice/Contact Center) & Disputes domain.
• Preference would be given to a candidate with relevant training experience.
• Strong communication skills - written and verbal.

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