Training Manager

8 years

0 Lacs

Posted:1 day ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Job Title:

Location: Chennai

Department: Training & Development

Reports To: Senior Director

About the Role:

Manager – Process Training

Domain Expertise Required:

  • US Retail Banking

    : Checking, Savings, Mortgages, Personal Loans, Credit Cards, Online & Mobile Banking.
  • Crypto and Digital Assets

    : Crypto wallets, Trading platforms, Blockchain basics, Crypto security, and customer support processes.
  • Financial Compliance

    : Expertise in KYC, AML regulations, crypto guidelines, 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 crypto 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 (both Banking and Crypto), 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

    Crypto 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, Crypto, 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, Cryptocurrency basics, and 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, Finance, Banking, or related fields.
  • Preferred: Certifications in Banking, Crypto (e.g., Certified Cryptocurrency Expert, Blockchain Council), Learning & Development (e.g., CPTM, ATD Certification).

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.

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