Job Title: Trainer / Acting Trainer – BFSI (Banking Process)

Location: Malad (Mumbai)

Salary: ₹9.5 LPA – ₹10 LPA

Industry: BFSI / Banking / BPO

Role Overview

We are seeking a dynamic and experienced Trainer / Acting Trainer for the BFSI (Banking) domain. The role involves delivering high-quality training programs, enhancing agent performance, and ensuring process readiness aligned with client and business expectations.

Key Responsibilities

Deliver new hire training (NHT) and ongoing training sessions for banking processes
Design and update training modules, content, and SOPs specific to BFSI operations
Conduct process, product, and behavioral training (communication, customer handling, compliance)
Monitor trainee performance and conduct assessments, feedback, and evaluations
Support nesting and floor deployment of new hires
Partner with Quality and Operations teams to identify training needs and performance gaps
Conduct refreshers, upskilling sessions, and knowledge checks
Ensure adherence to compliance, regulatory, and process guidelines (banking standards)
Track and report training effectiveness metrics (throughput, TNI, certification rates)
Act as a backup / acting trainer in absence of lead trainer and support batch management

Eligibility Criteria

Graduate in any discipline (MBA preferred)
2–5+ years of experience as a Trainer / Acting Trainer in BFSI or Banking domain
Strong knowledge of banking products, KYC, compliance, and customer service processes
Prior experience in BPO / Contact Center environment is mandatory
Exposure to adult learning principles and training methodologies
Excellent communication, presentation, and facilitation skills

Key Skills Required

Training Delivery & Facilitation
Instructional Design & Content Creation
Banking Process Knowledge (BFSI Domain)
Stakeholder Management
Performance Coaching & Feedback
MS Office / Training Tools

Preferred Attributes

Certification in training (Train the Trainer – TTT) is an added advantage
Ability to handle multiple batches and fast-paced hiring environments
Strong analytical mindset for identifying training gaps and improvement areas

Working Conditions

Willingness to work in rotational shifts (including night shifts, if required)
Flexible to manage floor support alongside classroom training

For more information reach out to HR - Neha

8008325085

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