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Training and Development Professional

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Chennai, Tamil Nadu, India beBeeTrainingManager Full time ₹ 12,00,000 - ₹ 20,00,000

We are seeking a Training and Development Manager to lead our training initiatives for multiple banking and financial services 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.
    Requirements:
    • 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:
    • 6–8 years 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.