Trainer, Service Communication

3 weeks ago

Hyderabad, India Synchrony Financial Full time

**Job Description**:
**What you’ll accomplish as a Service Communication Trainer, Service Communication**

An amazing customer experience is one of the biggest competitive advantages a company can have & employees are the foundation of a strong customer experience You will be this catalyst who will train, mentor, coach, influence our employees to help understand the nuances of Customer Service & deliver Stellar Experience on every single interaction with our customers

Additionally, this role will be part of initiatives and drive improved communication skills & Customer Service Experience for the Hyderabad site.

**Duties and Responsibilities**
- Drive a culture of continuous learning, learning wins, and new ways of engaging with different kinds of learners.
- Measure training effectiveness by partnering with Service Communication Managers & OPs to identify performance gaps related to knowledge and skill. Conduct learning sessions to enhance customer and associate experience.
- Deliver effective learning experience which enables learners to meet business performance standards upon the completion of a training session.
- Facilitate the delivery of learning sessions as needed for all key business programs such as NHT, Refresher, Upskill & Career Development.
- Actively participate in the new hire bridging process to ensure new hires are achieving performance expectations before being released to the floor, and quickly becoming proficient during bridge and nesting process. Identify performance gaps & address them quickly.
- Manage all logistics related to the delivery of training programs including materials management, communications, classroom set up etc.
- Investigate and resolve new hire performance issues during the training period by coaching and counselling new hires as needed in collaboration with Front Line Managers.
- Maintain timely & accurate reporting of training deliverables like pre-and post-training documentation, instructor survey’s and course evaluation scores etc.
- Support creation of online modules for my Learning and general training modules
- Conduct and participate in Calibration exercises with the team at least once in a month.
- Support business hiring needs to assess language skills and customer orientation.
- Continuously research and evaluate industry best practices in learning methodologies, implementing best practices when applicable.
- Performs other duties and projects as assigned.

**Qualifications /Required Competencies**
- Bachelor’s degree in any discipline
- Minimum 1+ years of classroom training, facilitation or coaching experience.
- Excellent facilitation skills & strong classroom presence.
- Excellent written, verbal and interpersonal communication skills.
- Strong ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation, and staff development skills including the ability to act as a role model within the organization.
- Ability to coach, develop action plans, which maximize performance, and provide effective feedback.
- Should not be on active performance improvement plan.
- Should be open to working in Dynamic shifts/ shift timings
- ** For Internal Applicants**: Understand the criteria or mandatory skills required for the role, before applying.
- Ensure that your Professional Profile is updated (fields such as Education, Prior experience, Other skills) and it is mandatory to upload your updated resume (Word or PDF format)
- Must not be any corrective action plan (First Formal/Final Formal, PIP)
- Employees who have completed 18 months in the organization and 12 months in current role and level are only eligible.

**Desired Competencies**
- Training Certifications & experience in coaching ,training & learning methodologies.
- Demonstrated effective communication skills at all levels of the organization.
- Demonstrated ability to integrate process with service communication needs.
- Demonstrated ability to instruct, motivate and direct individuals at various skill levels.
- Ability to train & facilitate in the virtual environment.
- High enthusiasm and desire to work in fast-paced, ever changing environment.
- Ability to work independently and effectively manage multiple priorities with little supervision.
- Passion and creativity for learning and commitment to excellence and high standards.
- Strong influencing skills
- Proven track record of organizing work, problem solving, analytical skills and critical thinking

**Grade/Level: 07**

Job Family Group:
Financial Services Operations

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