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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