Job Title: Process Trainer International Back Office Process
Location: Gurgaon
Experience: 15 Years
Shift: Rotational Shifts
Job Summary:
We are seeking an experienced and enthusiastic Process Trainer with a background in international back office processes to join our training team. The ideal candidate will be responsible for delivering engaging and effective training sessions, ensuring the continuous development of new hires and existing staff, and enhancing overall process knowledge and performance across global back office operations.
Key Responsibilities:
- Execute training programs aligned with international business requirements, ensuring smooth facilitation and timely delivery.
- Deliver training sessions for international back office processes, including process guidelines, documentation standards, quality parameters, and operational workflows.
- Evaluate training effectiveness through assessments, feedback, and performance metrics aligned with global KPIs.
- Observe and mentor trainees during OJT/production to ensure successful application of back office process knowledge in live international environments.
- Regularly share training progress, performance insights, and pending updates through structured reports/MIS with the operations and stakeholders.
- Update training materials in line with process updates, compliance requirements, and operational changes.
- Participate in internal and external calibrations to ensure alignment with quality standards and client expectations.
- Identify Training Needs (TNI) and conduct refresher/up-skilling sessions based on performance gaps and operational benchmarks.
- Conduct knowledge checks for new hires and production staff to assess understanding of international back office workflows, SLAs, and compliance standards.
Required Skills and Qualifications:
- Strong command of English both written and verbal communication.
- Prior experience in imparting training for international back office processes (mandatory).
- Strong understanding of international operational standards, documentation practices, and quality guidelines.
- Knowledge of data processing, documentation accuracy, SLA adherence, and quality metrics in global environments.
- Willingness to work in rotational shifts aligned with international time zones.
- Experience in delivering training on process workflows, compliance guidelines, soft skills, and performance enhancement.
- 15 years of relevant experience in process training (line trainer experience will also be considered).
- Previous experience in international back office processes is mandatory.
Preferred Candidate Profile:
- Candidates currently residing in or willing to relocate to Gurgaon.
- Exposure to international back office/customer support processes is highly preferred.
- Strong cultural awareness and ability to train teams working in global environments.
- Self-driven, proactive, and adaptable to fast-paced, high-volume operational environments.
