Assistant VP, Trainer, Group Contact Center

Job Responsibilities:

· Lead ongoing training programs to train new hires, upskill existing employees, enhance performance, and align with business objectives, incorporating coaching, e-learning, and workshops to drive service excellence.

· Utilize data analytics to assess newbies’ behaviors, feedback, and employee performance, and attrition trends, recommending process enhancements and best practices to optimize efficiency and customer experience.

· Develop comprehensive training programs covering products, processes, and service expectations. Monitor attrition trends, analyze key drivers, and recommend strategies to improve retention and long-term employee engagement.

· Conduct engaging and effective training sessions, including classroom, virtual, and on-the-job training, to enhance employee skills, knowledge, and performance.

· Guide and support trainers and trainees through coaching, feedback, and development plans to ensure continuous improvement and high performance.

· Assess training effectiveness through feedback, assessments, and performance data, implementing enhancements for continuous improvement.

· Manage early attrition during the training phase through engagement and performance management.

· Work closely with stakeholders, including operations, HR, and quality teams, to align training initiatives with business objectives and improve overall training processes.

Job Requirements:

· Minimum 3 years of hands-on experience in training, curriculum development.

· Good knowledge of banking process, products and systems.

· Possess a strong passion in fostering a learning culture developing talents and training structure.

· Adaptability in fast-paced environment.

· Has organization and influencing skills and is able to work with limited guidance and resources.

· A strong customer service mindset with good communication and problem-solving skills.

· Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.

· High level of accuracy and attention to detail.

· Personal resilience and ability to perform effectively in a pressured environment with a positive “can do” attitude and a positive attitude to change.

· Highly motivated self-starter with initiative and showcases strong leadership skills.