Coach and Master Trainer
2 weeks ago
**Req ID**: 49689
**Department**: AR Customer Services Ops Credit Control & Quality
**Division**: Australia Retail
**Location**: Bengaluru
About the role
At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things
- whether they’re buying a home, building a business or saving for things big or small.
The Coach and Master Trainer role is responsible to support the development and implementation of Communication Capability and practices including voice and written skills. This role is accountable for designing and delivering training content, coaching and assessments that drive performance improvements against benchmarks. By fostering a culture of empowerment and accountability, the Trainer ensures that our staff takes responsibility for delivering exceptional customer interactions.
What will your day look like
The Coach and Master Trainer is critical to making this happen and will
Design, develop, and deliver training content aligned with performance benchmarks. Conduct assessments to evaluate staff against these benchmarks and provide coaching for skill improvement.
Support the development and implementation of Communication Capability and practices
Provide tailored coaching to individuals to support their skill development
Regularly analyze live calls and curate a call library to encourage best practices. Collaborate with leaders to calibrate performance on a monthly basis.
Design and create voice and written skills training modules customized to our ANZ/Business environment and learning framework
Design and improve voice coaching plans, with a focus on Australia Operations in Bengaluru
Develop strong relationships with stakeholders and staff by maintaining open two-way communication. Engage with counterparts in Melbourne to resolve any process-related issues
What will you bring?
To grow and be successful in the role, you will ideally bring the following:
Mandatory - Any Graduate with excellent communication skill with minimum of 8-10 years of total experience and around of 5-7 years of experience as a Voice/Soft Skill Trainer.
Effective interpersonal and communication skills.
Working knowledge of Excel and basic data analysis
Strong communicating, Mentoring / Coaching skills
Delivers effective training to improve competency
Exposure to leadership/developmental training would be an added advantage
Banking Knowledge will be an added advantage.
So, why join us?
There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.
We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.
Job Posting End Date
13/09/2023, 11.59pm, (Melbourne Australia)
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