Role

We are looking for an experienced Trainer with strong exposure to US/UK banking operations in a call center environment. The ideal candidate will be responsible for delivering high-quality training programs, coaching associates, and ensuring compliance with banking and regulatory standards.

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Qualifications:

• Bachelor’s Degree / College Graduate

• Band B1: 2–4 years of relevant experience

• Band B2: 4–6 years of relevant experience (Strongly Preferred)

• US/UK banking experience gained in a call center environment

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Core Skills & Competencies:

• Basic understanding of training methodologies (Virtual, Instructor-Led Training, F2F sessions)

• Excellent communication, feedback, and coaching skills

• Strong facilitation and presentation skills

• Proficient in MS Office applications (PowerPoint, Excel, etc.)

• Excellent oral, written, and listening skills

• Willingness to work in shifts

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Good to Have:

• Exposure to UK/US Banking industry

• Experience in underwriting and payouts

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Key Responsibilities:

• Conduct New Hire Training (classroom and virtual) ensuring strong process, product, and compliance knowledge

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

• Provide structured coaching and feedback during training and OJT

• Audit agent cases using prescribed audit sheets and provide documented gap analysis

• Attend weekly calibration sessions with client/internal stakeholders

• Conduct assessments (tests, practical evaluations) to measure trainee performance

• Maintain training records, reports, and performance analysis for continuous improvement

• Perform Training Needs Identification (TNI) and conduct refresher sessions based on audit findings

• Track and analyze performance metrics and trends

• Ensure compliance with regulatory, operational, and internal policy updates

• Participate in case reviews, meetings, and process updates

• Communicate trends, challenges, and process gaps to Team Leaders/Managers

• Process transactions periodically to maintain operational competency

• Maintain certification (TTT) and stay updated with new product/process changes

• Motivate and support associates through structured career development guidance