Training Manager

Job Summary:

Training Manager

Key Responsibilities:

Training Strategy & Execution

• Design and deliver structured onboarding programs for new hires across

  Customer Experience.

• Conduct periodic

  Training Needs Assessments (TNA)

  to identify skill and knowledge gaps.
• Develop and maintain updated training materials: SOPs, LMS modules, simulations, assessments.
• Tailor training content for different functional teams empathetic handling for support, objection handling and pitching for sales, compliance and ethical recovery techniques for collections.

Compliance & Process Quality

• Ensure training content is

  aligned with regulatory frameworks

  especially RBI norms, collections code of conduct, and fair practice codes.
• Collaborate with Quality and Compliance teams to integrate real-world learnings from call audits, escalations, and grievance redressals into training content.
• Embed compliance protocols and behavioral standards into daily team routines through coaching.
  

Team & Stakeholder Management

• Lead a team of internal trainers or coordinate with external training vendors.
• Manage training calendars, track participation and completion via LMS or internal systems.
• Work closely with Collections, Sales, Support, Legal, and Product teams to ensure training relevance and effectiveness.
• Prepare and present training impact reports, engagement metrics, and ROI evaluations to leadership.

Required Skills & Qualifications:

• Bachelor’s degree in Business, Communications, Education, or related field.

• 5+ years of experience

  in designing and delivering training in fintech, collections, sales, or BFSI environments.
• Demonstrated ability to train teams on sensitive and high-risk processes such as

  collections and recovery

  .
• Deep understanding of

  adult learning principles

  ,

  instructional design

  , and behavioral coaching.
• Strong communication and facilitation skills, with an ability to influence across levels.
• Experience using

  LMS platforms

  , e-learning tools (e.g., Articulate, Moodle), and customer-facing systems like CRM, dialers, and chat platforms.

Preferred Qualifications:

• Certification in

  Instructional Design

  ,

  Train the Trainer

  , or

  Learning & Development

  .
• Understanding of

  financial products

  ,

  credit lifecycle

  ,

  loan collections

  , and

  regulatory compliance

  (RBI, KYC, fair recovery practices).
• Experience training hybrid or remote customer-facing teams.