Training Manager

Job Title: Manager – Process Training (US Banking )

Location: Chennai

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, Crypto services, and Call Center Training Operations. The individual will manage a team of 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.
- Crypto and Digital Assets: Crypto wallets, Trading platforms, Blockchain basics, Crypto security, and customer support processes.
- 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 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 (both Banking and Crypto), 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, blockchain 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) 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 Crypto 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 blockchain education modules.
- Advocate a continuous learning culture promoting certifications in Banking, Crypto, and Financial Compliance.

Key Skills and Competencies:

- Strong experience managing BFSI training teams in a large call center environment.
- Expertise in US Banking, Financial Compliance, Cryptocurrency 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, 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.

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