Provide qualitative and effective training for the Call Center, Correspondence and Branches in Customer Service. The person will need to conduct training on various fronts - product and processes, regulatory training, soft skills, written and email communication, handling irate investors, etc. Ability to develop various modules both generic and need based at individual level is critical along with the requirement to coordinate across various functions at various levels, for information gathering and seeking clarification. Identification of training needs basis reviews and quality audits. Downloading of key regulatory changes in a timely and effective manner is essential. The resource will need to work closely with business on recruitment, understanding the regulatory changes, policies and procedures and ensuring the same is understood uniformly. Also, refresher training will need to be conducted with an effective way of measuring the effectiveness of the training to ensure common understanding. The profile will also be responsible for managing a team of trainers over a period of time. Developing a process around on boarding, refresher training etc for consistency and uniformity
Conducting New Hire Trainings and scheduled Refresher trainings for the Call Center, Correspondence and Branches on Policies and Procedures / Updates / Regulatory Changes etc.
Trainings to be provided for the Correspondence team on Emails and Written Communication
Conducting regular trainings on Soft Skills for the CRT , Call Center and Branches
Developing a process for on boarding and refresher training
Responsible for co-ordination with other functions including QA to collect and download information as applicable from time to time
Will be responsible for developing contents and Modules from time to time
Responsible for creating a training road map for Asia and India TA and executing the same
Responsible for checking and publishing training effectiveness
Publish key learnings, Findings as an outcome of TNA / Surveys ,audits etc
Training need identification of members of customer services
Ensuring that the training throughput is 95% and above for the batches trained
Partnering with Business on the recruitment and selection process.
EDUCATION AND EXPERIENCE
UG Degree in any stream
5 to 7 years of experience in serving customers in a contact center set up preferably in the Financial Industry out of which at least 4 years performing the role of a trainer
Experience in content development will be critical.
Experience in training on voice and written is essential