Opertions Manager

Operations Trainer - Empowering Excellence in Back Office Teams

Join us as an Operations Trainer at a leading BFSI/Fintech company, where you'll design, deliver, and manage impactful training programs for Back Office teams, including Call Centre agents. This work-from-office role is based in Turbhe.

Key Responsibilities:

- Design and deliver comprehensive training programs focused on operational processes, systems, and procedures.

- Develop engaging training materials, including course outlines, presentations, role-play scenarios, and reference guides.

- Regularly update training content to reflect changes in processes, products, and policies.

- Monitor live interactions and call recordings to identify training opportunities and strengths.

- Measure training effectiveness through assessments, feedback surveys, and performance metrics.

- Collaborate with HR, team leaders, and quality assurance to align training programs with business goals.

- Maintain detailed training documentation, including schedules, attendance records, and evaluation reports.

- Manage stakeholders to drive the implementation of a cohesive training strategy.

What We're Looking For:

- A bachelor's degree in Science, Management, or a related field.

- At least 3 years of experience as a trainer, preferably in a call center or customer service environment.

- Strong understanding of adult learning principles and training techniques.

- Exceptional communication and facilitation skills, with a knack for engaging diverse audiences.

- Proficiency in e-learning tools, LMS platforms, and the MS Office Suite.

- Analytical skills to measure training impact and improve performance metrics.

- Bonus: Certification in training, such as Train the Trainer.

Why Join Us?

This is your opportunity to make a meaningful impact by shaping the skills and capabilities of our teams. If you're ready to bring energy, expertise, and creativity to a role that drives excellence, we want to hear from you