Trainer

Job description:

Job Description

Role 

Responsible for designing and managing org wide training and capability building programs.

Essential Skills

1. College Graduate
2. 2-4 years of experience in UK Banking contanct center collections.
3. Basic Understanding of Training methodologies virtual and F2F instructor led etc.
4. Excellent Communication & feedback/ coaching Skills
5. Proficient at MS office Applications like PowerPoint, Excel etc.
6. Willingness to work in shifts
7. Excellent oral and written communication and listening skills.

Good to Have Skills

1. Exposure to UK Banking / other vertical Collections.
2. Preferred with collections experience in motor finance experience

Responsibilities

1. Conduct New Hire Training (classroom and remote) for the Collections process, ensuring all trainees are equipped with process, product, and compliance knowledge.
2. Manage training batches (typically 1:20 ratio), ensuring effective delivery and engagement.
3. Provide feedback and coaching to agents on process, quality, best practices, and support On-the-Job Training (OJT).
4. Audit cases for agents using prescribed sheets defined by the client or training team; provide documented feedback on gaps identified.
5. Attend weekly calibration calls with client/internal teams as per the calibration roster.
6. Conduct training sessions as required within specified timelines.
7. Assess trainee performance through tests and practical evaluations.
8. Maintain training records, daily reports, and analysis for continuous improvement.
9. Motivate associates through effective management, career development, and implementation of reporting mechanisms.
10. Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.
11. Maintain competency by undergoing TTT certification and staying updated on new products and process changes.
12. Perform Training Needs Identification (TNI) based on audit findings and conduct refresher sessions; track performance improvements.
13. Maintain track records of performance and analyse data critically.
14. Ensure adherence to regulatory and operational objectives, and keep up to date with internal procedural changes and policy updates.
15. Participate constructively in case reviews, meetings, and training sessions.
16. Communicate key trends and processing difficulties to the Team Leader or relevant manager.

Experience: 1-3 Years
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Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.