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AI Summary
Designs and implements training programs for international banking customer service. Manages training modules, client communication, and performance metrics. Conducts interviews and coordinates with HR for trainer recruitment.
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Key Highlights
Focus on International Banking customer service
Designs training & test modules based on needs
Ensures Quality, CSAT, and Resolution scores meet norms
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Key Responsibilities
Designs training & test modules based on needs.
Maintains regular correspondence with the clients to clarify process updates and percolates it to Operations.
Resolves issues pertaining to process knowledge with clients.
Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production.
Conducts interviews & coordinates with HR for recruiting trainers / trainees.
Ensure 100% adherence on client driven SOP & BEST T&D compliance.
Prepare Trainers through TTT/ Platform skills certification.
Liaises with Central MIS / Admin dept / HR / Payroll for training resource availability.
Coordinates with all stakeholders to ensure New Hire training process runs effectively.
Prepare and attend all business / client reviews& work on the action plans to improve business performance.
Understanding of root cause analysis & reasons to better performance
Interacts with IT team for creation and deletion of Ids for new team members.
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Job Description
Designation - Assistant Training Manager.
Location - Chennai
Candidates into International Banking customer service can apply.
Relocation candidates can also apply.
Designs training & test modules based on needs.
· Maintains regular correspondence with the clients to clarify process updates and percolates it to Operations.
· Resolves issues pertaining to process knowledge with clients.
· Ensures that Quality, CSAT, Resolution scores for the batch meets the defined norms within the first month of production.
· Conducts interviews & coordinates with HR for recruiting trainers / trainees.
· Ensure 100% adherence on client driven SOP & BEST T&D compliance.
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