Job Description

Role

Responsible for designing and managing org wide training and capability building programs.

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Essential Skills

• College Graduate

• 2-4 years of experience in UK Banking contanct center collections.

• Basic Understanding of Training methodologies virtual and F2F instructor led etc.

• Excellent Communication & feedback/ coaching Skills

• Proficient at MS office Applications like PowerPoint, Excel etc.

• Willingness to work in shifts

• Excellent oral and written communication and listening skills.

Good to Have Skills

• Exposure to UK Banking / other vertical Collections.

• Preferred with collections experience in motor finance experience

Responsibilities

• Conduct New Hire Training (classroom and remote) for the Collections process, ensuring all trainees are equipped with process, product, and compliance knowledge.

• Manage training batches (typically 1:20 ratio), ensuring effective delivery and engagement.

• Provide feedback and coaching to agents on process, quality, best practices, and support On-the-Job Training (OJT).

• Audit cases for agents using prescribed sheets defined by the client or training team; provide documented feedback on gaps identified.

• Attend weekly calibration calls with client/internal teams as per the calibration roster.

• Conduct training sessions as required within specified timelines.

• Assess trainee performance through tests and practical evaluations.

• Maintain training records, daily reports, and analysis for continuous improvement.

• Motivate associates through effective management, career development, and implementation of reporting mechanisms.

• Process transactions on a weekly or monthly basis as defined by the process to maintain process competency.

• Maintain competency by undergoing TTT certification and staying updated on new products and process changes.

• Perform Training Needs Identification (TNI) based on audit findings and conduct refresher sessions; track performance improvements.

• Maintain track records of performance and analyse data critically.

• Ensure adherence to regulatory and operational objectives, and keep up to date with internal procedural changes and policy updates.

• Participate constructively in case reviews, meetings, and training sessions.

• Communicate key trends and processing difficulties to the Team Leader or relevant manager.