Specialist-Phone Banking Training

Location: Bengaluru

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