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AVC -Trainer

AVC -Trainer

Axis Bank

5 - 8 years

7 - 10 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Relationship management Outbound E-learning Manager Quality Assurance Bfsi Training need analysis MS Office Customer engagement Financial services

Work Mode

Work from Office

Job Type

Full Time

Job Description

Training role requires the ability to work in a constructive, non-biased and collaborative manner by establishing positive work relationships; partnering with all stakeholders for execution of the training strategy at the centers. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment. The Trainer needs to enhance the competencies of individual employees by designing and conducting training programs that will enhance productivity

Key Responsibilities

Implement the Training solutions designed for product, process, soft skills and behavioral training at the center
Train the new recruits on product and process/soft skills/voice and accent, conduct certifications within the defined time frame and ensuring the throughput meets the desired levels.
Handhold, support and guide new joiners during training and on job training, to ensure low attrition, high knowledge levels and desirable productivity.
Deliver functional and behavioral training programs as per the prescribed delivery plan, with high delivery standards and ensure Employee Training Coverage as per defined levels.
Identify training needs across all lines of business in collaboration with the Quality Assurance team and conduct refreshers and other interventions to improve productivity, accuracy scores and knowledge levels.
Conduct Training Need Analysis for the bottom Quartile agents and coach team members on PIP /BQ
Engage stakeholders through calendarized meetings and other forums to discuss training needs and arrive at action plans to improve knowledge levels, customer engagement skills to improve overall productivity, quality scores and customer experience ratings
Support the Curriculum team in Content Creation on Process and Product and maintain the version control document
Prepare Training reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions. Ensure availability of the required reports to each stakeholder
Ensure the required support is available to the frontline resources in the absence of their team leads/ managers or otherwise.
Create engagement programs focused on employee development and creating a culture of learning
Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign.

Qualifications

Graduation from a recognized institute
Exposure to BFSI and/or contact center services
Experience in Outbound Sales preferred.
Awareness of Product, Process training in the Financial Services Industry highly preferred
Minimum 2 years of experience in a relevant role

Role Proficiencies

Knowledge

Retail Banking domain knowledge
Understanding of Financial products, the environment, markets etc
Understanding of Outbound call center operations / virtual relationship management
Familiarity with e-learning platforms and practices

Skills

MS Office skills
Excellent communication skills - verbal and written communication
Interpersonal skills
Training Delivery Skills
Planning, decision making and prioritization skills

Abilities

Ability to work under pressure and/or in unstructured environment
Dealing with complexity / Ambiguity

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Axis Bank

Banking

Mumbai

Over 68,000 Employees

2057 Jobs

Key People

Amitabh Chaudhry

Managing Director & CEO
Rajiv Anand

Executive Director
Vishakha Mulye

Executive Director
Sandeep Bakhshi

Executive Director

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AVC -Trainer