Corporate Trainer

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:-

1. 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

1. 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.

1. MIS & Dashboard

• Drive coverage and publish dashboards of learning to mapped stakeholders

1. 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.

1. Project Management & Deliverable

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

1. 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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