Process Trainer

Role & responsibilities

• Conduct new hire training and soft skills / Negotiation skill training
• Should complete monthly cyclic activities including refresher training, update training and PKT
• Sensitize to training needs / understand learning requirements of different learning groups
• Liaison with the Quality and Operations to identify, screen and execute process improvement plans
• Ability to execute training tasks / assignment on short notice
• Interested to deliver and contribute towards process improvement
• Take accountability for new hires performance during the OJT period, including attrition .

Preferred candidate profile

• Monitor calls of each advisor every week ,during OJT and provide immediate feedback to the advisors in case of failed call.
• Provide regular feedback to Team Members regarding the performance of the team and any issue that needs escalation.
• Document the feedback signed off by the concerned parties.
• Monitor calls across teams (cross monitoring) every month.
• Nominate and groom floorwalkers amongst the team regularly.
• Conduct process refreshers and Policy refreshers.
• Nominate advisors to conduct buzz sessions.
• Handle all escalation calls for the team.
• Sharing good calls & bad calls , creating product level FAQs .
• Nominating hall of fame & hall of shame for OJT Batch .
• Conduct buzz sessions for any updates and share new information with the team including the targets for the day.
• Check the login schedules.
• Manage attrition through regular communication with advisors and tracking EWS through changes in behavior, performance and attendance.

Candidate should have experience into any BFSI process or Banking or Fintech process. Comfortable to work in rotational shift.

Perks and Benefits will be provided as per the company policy