Voice Coach

2 months ago

Bengaluru Karnataka, India ANZ Banking Group Full time

**Req ID**: 79827
**Department**: AR Customer Services Ops Operations Performance
**Division**: Australia Retail
**Location**: Bengaluru
About Us
At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
About the Role
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.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
**Role Type**: Full Time
**Role Location**: Manyata Tech Park, Bengaluru
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
Banking Knowledge (preferably Lending) will be an added advantage.
So why join us? (NZ)
From the moment you join ANZ, you'll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.
But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and community you need to take the next big step in your career.
We're a diverse community at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.
At ANZ you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of Aotearoa New Zealand's communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.
Job Posting End Date
04/11/2024, 11.59pm, (Melbourne Australia)

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