Job Title: Trainer – Email Process (HRO)

Location: Hyderabad

Process: RBL – HRO (Email Support)

CTC:Up to ₹5.0 LPA

Role Purpose

The Trainer will be responsible for managing the end-to-end training lifecycle (NHT & OJT) for the Email process, ensuring effective learning delivery aligned with business goals and client expectations. The role focuses on driving performance, enhancing advisor capability, and ensuring successful training outcomes.

Key Responsibilities

Training Delivery & Execution

Conduct New Hire Training (NHT) and On-the-Job Training (OJT) as per defined timelines
Ensure throughput, AHT, and quality benchmarks are met during training
Focus on key metrics such as CSAT, DSAT, errors, TCD, and compliance quality
Develop and deliver engaging training modules tailored for the Email support process
Regularly update training content in line with process and client requirements
Track and report trainee performance and training effectiveness
Manage LMS/KMS updates, assessments, and participant enrollments
Evaluate training effectiveness using standard models (e.g., Kirkpatrick model)

Training Coordination

Plan and schedule training programs and maintain training calendars
Coordinate logistics including training materials, facilities, and resources
Maintain training records, curriculum database, and performance trackers
Collect and analyze feedback from trainees and stakeholders
Implement innovative training methods such as gamification and quizzes

Content Development

Create and update training content in collaboration with SMEs and stakeholders
Simplify complex business concepts into engaging and easy-to-understand modules
Ensure continuous improvement of training material

MIS & Reporting

Prepare and share training dashboards and reports with stakeholders
Monitor training coverage and track competency development

Project & Stakeholder Management

Manage training projects end-to-end ensuring timely delivery against SLAs
Collaborate with internal teams and client stakeholders for training initiatives
Support process improvements, cross-sell/up-sell knowledge, and reduction in escalations

Eligibility Criteria

Education:

Graduate (mandatory)
Postgraduate preferred

Experience:

Minimum 4 years of BPO experience
1–2 years of experience in Email Process Training
Prior experience in Banking/Financial Services domain preferred
Strong background in Learning & Development

Key Skills & Competencies

Customer centricity and strong stakeholder management
Excellent communication and facilitation skills
Content development and program design expertise
Attention to detail and execution focus
Analytical mindset with reporting capabilities
Strong collaboration and project management skills

For more information reach out to HR - Neha

8008325085

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Corporate Trainer