Specialist-Phone Banking Training

ROLEPURPOSE & OBJECTIVE

• Shoulddevise an overall or individualized training and developmentplan, strategize, oversee its implementation and assess outcomes.
• Identifytraining and developmental needs and drive suitable traininginitiatives, propose solutions and enhance process and projectdevelopment.
• Engagewith all necessary stake holders and cross functional teams tomeet and establish training requirements.
• Enhanceemployees skills, performance, productivity and quality ofwork.
• Delivertraining needs at the Phone banking unit
• Conductstraining classes, which include content about the job, theCompany, and different client programs
• Facilitatesnew hire training using the provided curriculum to Phone BankingOfficers
• Facilitatescontinuing trainings to existing Phone Banking Officers for newproducts and services
• Identifytraining and developmental needs and drive suitable traininginitiatives, propose solutions and enhance process
• Coordinateand collaborate with all stakeholders to seek inputs of products& Process

• Ensureall trainings are done as defined within timelines
• EnsureTraining SLA and certifications are Met
• HandleNHT and provide support as required
• Responsiblefor New joiners performance
• ManageNew joiners attrition
• Updateand manage training content
• Conductcall calibrations with External and internal stakeholders
• Conductcall listening activities
• Identifytraining and developmental needs and drive suitable traininginitiatives
• Enhanceemployees skills, performance, productivity and quality ofwork

• Ensuretrainees are handling calls & providing 100% accurateresolution on calls
• Queryand doubt handling
• Escalationhandling
• Providecustomer service personnel with guidance in handling difficult orcomplex issues or problems so they can be resolved effectivelyand efficiently
• Provideguidance on how to escalate complaints / disputes within theorganization

• PublishTraining calendar and other reports as defined within timelines
• Ensureadherence to process and audit requirements
• Coachingand feedback sessions for Trainees and existing staffs
• Maintainschedule adherence of trainees
• ManageNHT Attrition

• Identifytraining gaps and ensure team members are up to date withproducts and procedure
• Coordinatingwith business teams to get the latest feedback and updates
• Ensureadherence to training man-days/ mandatory training programs forself and self
• Continuouslyupdate skills by participating in professional trainings, attendcourses as instructed by management and be willing to contributeacquired knowledge to the development of the bank.

• Graduatein any discipline

• 5-7 years of training and development Experience includingdesigning, developing, implementing, and delivering training

• TTTCertification is a must
• NLPand IELTs Certification will be an added advantage

• Bankingexperience
• ELearningdesign
• Proficientwith Microsoft Office Suite or related applications

• Stronginterpersonal skills
• Abilityto moderate large groups
• Extremelyorganized and detail-oriented
• InfluencingSkills

• Excellentverbal and written communication skills with strong graphicdesign ability
• BanksProduct Knowledge
• Awarenessof Banking regulations

• Operationsteam
• Branchteam
• Productsteam
• ServiceQuality and other support functions
• HRTeam
• L&DTeam
• Deliverables
• Paymentsteam

• Vendors