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Job Title: Manager – Process Training Location: Mumbai Department: Training & Development About the Role: We are seeking a highly capable Manager – Process Training to lead training initiatives for multiple BFSI (Banking, Financial Services, and Insurance) accounts within a call center environment. This role demands strong expertise in Banking , and Call Center Training Operations . The individual will manage a team of Assistant Managers and Trainers , ensuring best-in-class learning outcomes, operational readiness, compliance, and performance excellence across all aligned client accounts. Domain Expertise Required: US Retail Banking : Checking, Savings, Mortgages, Personal Loans, Credit Cards, Online & Mobile Banking. Financial Compliance : Expertise in KYC, AML regulations, and US banking compliance laws Insurance & Financial Products : Understanding of US life, auto, property insurance, and investment products. Call Center Operations : Managing large-scale BFSI support programs in voice, chat, and email environments. Key Roles and Responsibilities: Team Leadership & Management Lead and manage a team of Assistant Managers and Trainers across multiple BFSI client accounts. Drive the hiring, onboarding, training, and continuous development of Trainers and Assistant Managers. Create individual development plans (IDPs) to upskill Trainers in areas such as BFSI knowledge, facilitation skills, digital learning methodologies, and training delivery. Ensure all training resources are staffed appropriately to meet ramp-up needs, cross-skill requirements, and client-specific demands. Training Program Management Design, review, and execute customized training programs for BFSI processes, regulatory compliance, customer service excellence, sales, and risk/fraud prevention. Standardize and continuously improve New Hire Training (NHT), Cross-Skilling, Upskilling, and Refreshers across all accounts. Oversee training deployment schedules, batch management, and certification processes to ensure 100% training coverage. Introduce innovative learning approaches like e-learning, gamification, microlearning, blockchain simulations, and virtual labs. Stakeholder Engagement Act as the primary training POC for internal and client stakeholders across assigned accounts. Conduct regular business reviews (QBRs, MBRs) on training performance, improvements, and initiatives. Collaborate closely with Operations, Quality, Compliance, WFM (Workforce Management), and Client teams to align training with operational KPIs and account growth strategies. Performance Management Drive training efficiency through key metrics like Training Throughput, Training Effectiveness (Kirkpatrick Model), Post-Training Performance (PTR), and Certification Pass Rates. Analyze TNI (Training Needs Identification) and RCA (Root Cause Analysis) to propose performance improvement plans. Implement continuous monitoring of Trainer quality and facilitation skills, providing coaching and developmental feedback. Compliance and Documentation Ensure adherence to compliance standards for both traditional BFSI operations and KYC/AML training requirements . Maintain thorough training documentation, batch records, attendance, evaluations, and audit-readiness reports. Lead training audits (internal and external) and manage compliance gaps if any. Strategic Initiatives Support expansion initiatives like new client transitions, account expansions, and mergers by building scalable training models. Implement digital transformation in training processes using LMS, AI-driven learning paths, and blockchain education modules. Advocate a continuous learning culture promoting certifications in Banking, and Financial Compliance. Key Skills and Competencies: Strong experience managing BFSI training teams in a large call center environment. Expertise in US Banking, Financial Compliance, Call Center Operations. People management skills: Mentoring, Performance Coaching, Conflict Resolution, and Employee Engagement. Strong communication, stakeholder management, and client interaction capabilities. Analytical and problem-solving orientation with data-driven decision-making skills. Hands-on experience with LMS platforms, Digital Learning, and Reporting tools. Educational Qualifications: Bachelor’s or master’s degree in business administration. Experience Required: 6–8years of experience in Banking/Financial Services/Call Center Training. Minimum 3 years leading a BFSI Training function with experience managing AMs/Trainers directly. Proven success in managing large new hire batches, account expansions, and complex BFSI client training portfolios. Show more Show less
