Specialist-Phone Banking Training

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

• Ensure all trainings are done as defined within timelines
• Ensure Training SLA and certifications are Met
• Handle NHT and provide support as required
• Responsible for New joiners performance
• Manage New joiners attrition
• Update and manage training content
• Conduct call calibrations with External and internal stakeholders
• Conduct call listening activities
• Identify training and developmental needs and drive suitable training initiatives
• Enhance employees' skills, performance, productivity and quality of work

Customer (Both Internal & External)

• Ensure trainees are handling calls & providing 100% accurate resolution on calls
• Query and doubt handling
• Escalation handling
• Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently
• Provide guidance on how to escalate complaints / disputes within the organization

Internal Process

• Publish Training calendar and other reports as defined within timelines
• Ensure adherence to process and audit requirements
• Coaching and feedback sessions for Trainees and existing staffs
• Maintain schedule adherence of trainees
• Manage NHT Attrition

Innovation & Learning

• Identify training gaps and ensure team members are up to date with products and procedure
• Coordinating with business teams to get the latest feedback and updates
• Ensure adherence to training man-days/ mandatory training programs for self and self
• Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank