Job Role : Email Training

Job Description :

Role Purpose:-

The jobholder will be responsible to manage the end-to-end lifecycle of NHT & OJT. The person will be primarily responsible for managing the employee's learning & development cycle within stipulated guidelines and norms of the partner and RBL Bank and ensures successful delivery and end-to-end management of training.

Roles and Responsibilities:-

Design, Delivery & Execution

Deliver Throughput as per the agreement on a continuous basis
Deliver batch average AHT as per the agreement during OJT
Lays special emphasis on DSAT's, Errors, TCD's, CSAT, CQ parameters during the period of training and equip advisors of the sound knowledge on handling situations
To create learning material for driving participant engagement for Email process
To liaise with partner and central support teams to source Email training material, best practices etc. for customization of learning modules as the case may be
Assist in rollout of briefing/updates dissemination
Maintain proper records and share proactively including of advisor performance
Complete self-login hours of call taking and invest in self-development
Maintain schedule of NHT & OJT
Evaluate - Training Impact- (as applicable) in line with Kirkpatrick's model of Training Effectiveness
Hosting updates and assessments on LMS/KMS and enrolling to the relevant target audience.
Partner in ways that help achieve future targets of increased customer self-service, Cross-Sell, Up-Sell, Reduction in Escalations, Errors, and Complaints

Training Co-ordination

Market available training to employees and provide necessary information about sessions
Design, prepare and order learning aids and materials
Gather feedback from trainers and trainees after each training session
Maintain updated curriculum database and training records
Manage and maintain in-house training facilities and equipment
Research and recommend new training methods, like gamification, quizzes etc.
Co-ordinate training logistics like venue booking, travel & accommodation booking etc.
Maintain training records master tracker.

MIS & Dashboard

Drive coverage and publish dashboards of learning to mapped stakeholders

Content Development

Translate complex business concepts into clear, concise and appealing content
To liase with internal product SMEs, process SMEs to create content
Rework on the existing content for updates.

Project Management & Deliverable

Planning and successful initiation of the project
End to end execution and meeting agreed SLA and deliverables
Successful closure of project

Other Responsibilities

Support & partner with partner and RBL Bank central team on various project, research, report and requirement basis
Partnering with other role holders in the team to support other business vertical needs and requirement
Innovative approach with foresight to sense future trends in training

Qualifications and Experience Requirement

Qualifications

Essential

Bachelor's Degree - Any
Master's Degree – Any domain

Experience

Essential

1 to 2 years of Email Training experience with at least 4 years of relevant BPO experience
Well experienced in the areas of L&D
Experience in the banking sector

Competencies

Behavioural Competencies

Functional Competencies

Customer Centricity
Collaboration
Attention to Detail
Execution
Innovation
Stakeholder Engagement
Performance Consulting
Content Development
Facilitation
Program Designing and Evaluation
Project Management

Salary - 5 to 5.5 LPA

For more information reach out to HR - Neha

8008325085

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Corporate Trainer