JD – Process Trainer
Job Title: Process Trainer – BFSI
Job Summary
The Process Trainer is responsible for delivering end-to-end training programs for new hires and existing employees across domain-specific BFSI workflows (such as Retail Banking, Commercial Lending, Cards, Mortgage, or Claims Processing). This role bridges theoretical process knowledge and operational execution. The ideal candidate will manage classroom ILT (Instructor-Led Training), drive nesting floor readiness, conduct Minimum Skill Verifications (MSV), and continuous refresher programs to ensure high speed-to-proficiency and quality compliance.
1. Training Delivery & Onboarding (Nesting & Classroom)
- Design and execute structured training curricula (Foundation, Core Process, and Nesting) for voice, non-voice, or back-office BFSI programs.
- Manage the Nesting Phase closely, offering hand-holding, real-time query resolution, and live transaction/call monitoring to ensure a smooth transition to production.
- Drive key training metrics: Training Throughput, Speed-to-Proficiency, Nesting Attrition, and Day-1 Floor Quality/Accuracy.
2. Content & Assessment Management
- Develop, update, and maintain Standard Operating Procedures (SOPs), process decks, job aids, and simulation environments aligned with client policy updates.
- Create objective knowledge assessments (MCQs, scenario-based evaluations, and case-study roleplays) to measure learner comprehension.
- Conduct Minimum Skill Verification (MSV) and batch certifications prior to floor hand-off.
3. Performance Management & Continuous Improvement
- Partner with Quality Assurance (QA) and Operations to conduct Training Needs Identification (TNI/TNA).
- Design and deliver targeted refresher modules and bottom-quartile coaching sessions to bridge operational quality gaps.
- Maintain compliance and data security standards mandatory for BFSI operations (e.g., PII protection, KYC/AML guidelines, and client-specific regulatory norms).
Qualifications & Requirements
- A minimum of 2 years of experience in delivering Process training.
- B2/C1 on the CEFR (English)
- Excellent digital acumen with knowledge of Windows OS, Apple OS and MS office and G-Suite applications
- Highly aware of current pop culture trends and references
- Graduate's degree
- Willingness to work in a 24 * 7 environment and if need be, open to travel to local / regional / national and international sites
- Graduate
- Excellent time management skills with the ability to prioritise and achieve deadlines while working under pressure
- Creative thinker who loves interacting with an audience. High energy and superlative interpersonal ability
- A Team player who acts as as key participant with the internal Team and broader company & departmental initiatives
- Open to feedback, eager to learn and can show improvement when shown the path.
In short, we need a live-wire who is passionate about Training and not restricted to do one type of job category.
