Specialist-Phone Banking Training

As a Specialist-Phone Banking Training at our organization, you will be responsible for devising overall or individualized training and development plans, strategizing their implementation, and assessing outcomes. Your role involves identifying training and developmental needs, driving suitable training initiatives, proposing solutions, and enhancing process and project development. Engaging with all necessary stakeholders and cross-functional teams will be crucial to meet and establish training requirements. Your efforts will be focused on enhancing employees" skills, performance, productivity, and quality of work within the Phone Banking unit. You will conduct training classes that include content about the job, the Company, and different client programs. Facilitating new hire training for Phone Banking Officers using provided curriculum and continuing trainings for existing officers on new products and services will be part of your responsibilities. Additionally, you will coordinate and collaborate with all stakeholders to seek inputs on products and processes for effective training delivery. Key duties and responsibilities of your role include ensuring all trainings are conducted as defined within timelines, meeting Training SLA and certifications, handling New Hire Training (NHT) and providing necessary support, managing new joiners" performance and attrition, updating and managing training content, conducting call calibrations and listening activities, as well as identifying training needs and driving suitable initiatives to enhance employees" skills and performance. When it comes to customer service, your focus will be on ensuring trainees handle calls and provide accurate resolutions, handling queries, doubts, and escalations effectively, and providing guidance on resolving complex issues efficiently. Internally, you will publish training calendars and reports within defined timelines, ensure adherence to process and audit requirements, conduct coaching and feedback sessions, and maintain schedule adherence of trainees. In terms of innovation and learning, you will identify training gaps, ensure team members are up to date with products and procedures, coordinate with business teams for feedback, and adhere to training man-days and mandatory programs. Continuous skill enhancement through professional trainings, courses, and contributing acquired knowledge to the bank's development will be encouraged. The minimum requirements for this role include a graduate degree in any discipline, 5-7 years of training and development experience, TTT Certification, and proficiency in eLearning design and Microsoft Office Suite. Banking experience, strong verbal and written communication skills, graphic design ability, product knowledge, and awareness of banking regulations are essential competencies for this role. Additional certifications in NLP and IELTs will be considered an advantage.,