Specialist-Phone Banking Training

ROLE PURPOSE & OBJECTIVE

• Should devise an overall or individualized training and development plan, strategize, oversee its implementation and assess outcomes.
• Identify training and developmental needs and drive suitable training initiatives, propose solutions and enhance process and project development.
• Engage with all necessary stake holders and cross functional teams to meet and establish training requirements.
• Enhance employees skills, performance, productivity and quality of work.
• Deliver training needs at the Phone banking unit
• Conducts training classes, which include content about the job, the Company, and different client programs
• Facilitates new hire training using the provided curriculum to Phone Banking Officers
• Facilitates continuing trainings to existing Phone Banking Officers for new products and services
• Identify training and developmental needs and drive suitable training initiatives, propose solutions and enhance process

• Coordinate and collaborate with all stakeholders to seek inputs of products & Process

• SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

• NA

• Training of all products and services of the Bank

• Handle NHT of up to 20 officers per batch

• Training of all products and services of the Bank

• KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Ensure all trainings are done as defined within timelines
• Ensure Training SLA and certifications are Met
• Handle NHT and provide support as required
• Responsible for New joiners performance
• Manage New joiners attrition
• Update and manage training content
• Conduct call calibrations with External and internal stakeholders
• Conduct call listening activities
• Identify training and developmental needs and drive suitable training initiatives
• Enhance employees skills, performance, productivity and quality of work

Customer (Both Internal & External)

• Ensure trainees are handling calls & providing 100% accurate resolution on calls
• Query and doubt handling
• Escalation handling
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
• Provide guidance on how to escalate complaints / disputes within the organization

Internal Process

• Publish Training calendar and other reports as defined within timelines
• Ensure adherence to process and audit requirements
• Coaching and feedback sessions for Trainees and existing staffs
• Maintain schedule adherence of trainees
• Manage NHT Attrition

Innovation & Learning

• Identify training gaps and ensure team members are up to date with products and procedure
• Coordinating with business teams to get the latest feedback and updates
• Ensure adherence to training man-days/ mandatory training programs for self and self

• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank.

• MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate in any discipline

Experience (Years and Core Experience Type)

• 5 -7 years of training and development Experience including designing, developing, implementing, and delivering training

Certifications

• TTT Certification is a must
• NLP and IELTs Certification will be an added advantage

Functional Skills

• Banking experience
• ELearning design
• Proficient with Microsoft Office Suite or related applications

Behavioral Skills

• Strong interpersonal skills
• Ability to moderate large groups
• Extremely organized and detail-oriented
• Influencing Skills

Competencies

• Excellent verbal and written communication skills with strong graphic design ability
• Banks Product Knowledge

• Awareness of Banking regulations

• KEY INTERACTIONS

INTERNAL

EXTERNAL

• Operations team
• Branch team
• Products team
• Service Quality and other support functions