Training Manager (Financial Account)

TRAINING MANAGER

Principal Responsibilities:
Strong, experienced manager for BFS Banking Processes, well versed with Banking, Fraud Management, Mortgage, Contact Centre & Collection experience.
Strong & Proven Skills - People Management, Project Management, Stakeholder Management & Client Management.
Learning agility and Knowledge Management expert.
To work with Delivery team and Client on taking the ownership of all Training deliverables.
Responsible to create training Modules by function/Process/Specialty wise in the process.
Improving Accounts/Teams performance and motivate team to achieve desired quality and production targets.
Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time.
Participate and contribute in client conference calls, management meetings and department meetings.
Conduct performance appraisals & reviews for Trainers, AMs etc.
Identify training needs and arrange for training, re-training and cross training, as required. Assist Managers AM and Trainers to implement corrective action as required.
Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training.
Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures.
Facilitate to meet contractual obligations and client expectations.
Assess & forecast staffing requirements based on client communication and incoming volume.
Maintain cost effective and stable workforce to absorb volume volatility.
Coordinate with the HR/TA functions to recruit per expected volume and required skill sets.
Draw a plan of action in coordination with Managers, AM (Assistant Manager) and the Quality Analyst based on feedback to continue to improve operational & Training performance.
Ascertain training areas based on reports from the Quality Analyst and reduce unwanted costs.
Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.
Responsible for studying the client processes gathering all information and ensuring seamless implementation.
Administrative work management.
Working out detailed project plans for implementation through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations.
Account management and Client relationship management.
Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
Ensure periodic reporting and dashboards on the performance and the growth plans.
Conducts monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients.
Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context.
Improve supplier management.
Develop process excellence - Cost efficiency.
Provide training to meet client SLAs.
Develop team excellence.
Ensure consistent training Review's with other departments.
Create & update knowledge base.
Effective Team management and people management.
Manage end to end training for new business transitions and ramps.
Ensure process compliance with applicable Quality Standards and Client specific processes.
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Qualifications:
College Graduate / bachelor's degree holder.
5 to 7 years of relevant experience in training.
Client management experience
Good working knowledge of computer i.e., MS-Office, Esxcel and PPT.
Excellent verbal & written communication & presentation skills.
Good Interpersonal & people management skills with good problem solving approach.