Specialist-Phone Banking Training

1. POSITION DESCRIPTION

JOB TITLE

Specialist-Phone Banking Training

GRADE

SM

DEPARTMENT

Phone Banking

LOCATION

HO

SUB-DEPARTMENT

Phone Banking

TYPE OF POSITION

Full-time

REPORTS TO

Manager–Phone Banking Training

REPORTING INTO

NA

1. ROLE PURPOSE & OBJECTIVE

• Should devise an overall or individualized training and development plan, strategize, oversee its implementation and assess outcomes.
• Identify training and developmental needs and drive suitable training initiatives, propose solutions and enhance process and project development.
• Engage with all necessary stake holders and cross functional teams to meet and establish training requirements.
• Enhance employees’ skills, performance, productivity and quality of work.
• Deliver training needs at the Phone banking unit
• Conducts training classes, which include content about the job, the Company, and different client programs
• Facilitates new hire training using the provided curriculum to Phone Banking Officers
• Facilitates continuing trainings to existing Phone Banking Officers for new products and services
• Identify training and developmental needs and drive suitable training initiatives, propose solutions and enhance process
• Coordinate and collaborate with all stakeholders to seek inputs of products & Process

1. 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.

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Graduate in any discipline

Experience (Years and Core Experience Type)

• 5 -7 years of training and development Experience including designing, developing, implementing, and delivering training

Certifications

• TTT Certification is a must
• NLP and IELTs Certification will be an added advantage

Functional Skills

• Banking experience
• ELearning design
• Proficient with Microsoft Office Suite or related applications

Competencies

• Excellent verbal and written communication skills with strong graphic design ability
• Banks Product Knowledge
• Awareness of Banking regulations