Trainer

1 month ago

Bengaluru, India mPower Software Services Full time

**THE COMPANY**

MPOWER’s borderless loans and scholarships enable students from around the world to realize their full academic and career potential by attending top universities in the U.S and Canada.

As a mission-oriented fintech/edtech company, we move extremely quickly and leverage the latest technologies, global best practices, and heavy analytics to tackle one of the biggest challenges in financial inclusion. We’re backed by over $150 million in equity capital from top global investors, which enables fast growth and provides our company with financial stability and a clear path to an IPO over the coming years.

Our global team is composed of former management consultants, financial service and technology professionals, and other experts in their respective fields. We work hard, have fun, and believe strongly in our cause. For us, MPOWER’s mission is personal.

As a member of our team, you’ll be challenged to think quickly, act autonomously, and constantly grow creatively in an environment where fast change and exponential growth are the norm. Ideation and implementation happen very quickly. We value feedback and emphasize personal and professional development by providing the resources you need to further your skills and grow with the company. MPOWER is committed to cultivating your strengths and curiosity and helping you make an immediate impact.

MPOWER has been named one of the best fintechs to work for by American Banker for 2018, 2019, 2020, and 2021. We pride ourselves on being a “growth company for grown-ups,” where there are no pool tables but rather great health, education, and maternity/paternity benefits instead. Our team diversity has been recognized as well; we’re one of the most diverse workforces in the world in terms of nationality, gender, religion, age, sexual orientation, and educational background.

**THIS IS A FULL-TIME POSITION, BASED IN OUR BANGALORE, INDIA OFFICE.**

**THE ROLE**

You will directly contribute to improving efficiency, productivity, and other business metrics of the Customer Relations and Operations teams by developing training programs and mentoring/coaching team members. You will work closely with Customer Relations and Underwriting leadership to effectively measure, prioritize, and deploy training programs based on customer and business needs. Your responsibilities will include, but are not limited to:

- Planning and executing cross skill programs and quality control initiatives for the customer relations and operations teams by facilitating in person and virtual sessions based on organization and business requirements, from associate level audiences to senior managers
- Designing learning framework to reduce TAT from new hire induction to on role i.e. ensuring associates are hired, trained and delivered to operations within program timelines
- Measuring and analyzing key business metrics post completion of training to measure training effectiveness and performance consistency
- Developing education materials, such as digital presentations, knowledgebase, and instructional videos for new hires and ongoing training such as training content, training videos, product / App Demos, hands-on assessments
- Drafting scripts for customer communication through various mediums and throughout customer journey and creating and managing a repository of all the training delivered including attendance, feedback forms etc. to review program feedback and determine opportunities for improvements

**THE QUALIFICATIONS**
- Bachelor’s Degree, preferably in a quantitative field
- 3+ years of experience in facilitation, learning content development, instructional design, in global organization
- Experience in a fast-paced, tech-first environment is a must, Financial Services experience, preferred
- Familiarity with learning management systems such as Google Classroom, Blackboard, and Schoology
- Expertise in coaching e of sales techniques and customer service best practices
- Strong teaching abilities and mentoring skills such as ability to distill complex concepts, active listening, building trust and encouraging empathy
- Superior communication, presentation and facilitation skills with the ability to express complex concepts in plain language to reach broader audiences
- Six Sigma certification, a plus

A passion for financial inclusion and access to higher education is a must, as well as comfort working with a global team across multiple-time zones and sites

In addition, you should be comfortable working in a fast growth environment, meaning a small agile team, fast-evolving roles and responsibilities, variable workload and tight deadlines, a high degree of autonomy, and 80-20 everything.

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