Learning and Development - Title Trainer

Role & responsibilities :

Preferred candidate profile :

1. Content Creation:

a) Possess domain and process expertise

b) Create content, workbook, and relevant training material, and update existing workbooks

c) Convert content to easily accessible modes for reference and use

2. Training Delivery:

a) Conduct Product and Process Specific Training

b) Provide regular feedback on participants' progress including achievements to all the stakeholders

3. Process Knowledge Test:

a) Collate scenarios by taking inputs from Subject Matter Experts

b) Conduct assessment to assess knowledge of agents- New Hire Training and Refresher

c) Update assessment scenarios for reference and use

d) Conduct assessment regularly across BUs

4. On-the-job training (OJT)- New hire:

a) Take inputs from the operations team on the finalized training plan. Conduct OJT for Team members on completion of the scheduled training.

b) Provide regular feedback on participants' progress including achievements to operations and management

5. NI- Needs Improvement:

a) Take inputs from the effectiveness team to understand bottom quartile members in audit, identify areas for refresher training

b) Schedule and conduct refresher sessions

c) Track and Share progress with Operations Stakeholders

6. Process Improvement:

a) Identify process gaps within the LOB or across LOBs

b) Share a proposal on how to eliminate/ change/ implement steps

c) Test process changes and implement process change through change management protocols

d) Follow up on closure

7. Upskill/Cross-skill:

Identify opportunities and members for cross Skill and upskill.