Senior Training Manager

Job Title: Sr Manager – Process Training (US & UK Banking)

Location: Mumbai

Department: Training & Development

Reports To: Senior Director

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 US Banking , UK Banking, Fin Crime, AML/KYC and Call Center Training Operations . The individual will manage a team of Managers , 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.
• US Retail Banking : Checking, Savings, Mortgages, Personal Loans, Credit Cards, Online & Mobile Banking
• 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 Managers, 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 (Banking, Fin Crime and Insurance), 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, AI 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, WBRs) 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 BFS education modules.
• Advocate a continuous learning culture promoting certifications in Banking, Insurance, and Financial Compliance.

Key Skills and Competencies:

• Strong experience managing BFSI training teams in a large call center environment.
• Expertise in US Banking, UK Banking, Financial Compliance, Insurance, AML/KYC 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, Insurance, 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.