Role and Key Responsibilities:

• Represent Company in client calls and calibrations.
• Planning of Ramp & Backfill batches.
• Client Interaction with clear view
• Value Add to the client from the process improvement standpoint.
• Work closely with Ops and Quality team to design action plans to bridge Product/process related knowledge gaps.
• Responsible as per defined monthly/quarterly/yearly Training scorecards and PLA (Performance level agreement)
• Responsible for managing retention during training across New Hire batches
• Manage/create process SOPs and training refreshers
• Drive C-Sat & E-sat initiatives to add value to the Process and customer
• Support administrative tasks
• Manage training MIS for classes and other related training work
• Interdepartmental coordination & communication
• Should be able to contribute to process improvements and innovation in the training function
• Update oneself regularly with Company policies & report any Security Incident that is observed
• Keep Company’s and Customer information confidential and not disclose to unauthorized individuals and outsiders
• Willing to work 5 days a week and on rotational shifts in a 24/7 environment. Night shift in scope

Key Skills and knowledge:

• Excellent communication skills
• Fluent in English
• Proficient in MS Office
• Working Experience in the International banking voice process  as Training Manager (Essential)
• Good people management, Interpersonal skills and Teamwork
• Continuous Process Orientation
• Ability to prioritize
• Ability to meet deadlines
• Detail oriented
• Ability to work under pressure
• Time Management

Qualification: Graduate