Training Specialist

Role Purpose

To handhold New Hires from their DOJ to the end of Process Training where all their issues are resolved. Manage plan and allocate labs for training. Provide support to new hires on all logistics. Resolve challenges of the Training Delivery team to provide world class training experience. Connect with Training Managers for seamless training delivery.

Qualifications:

• College Graduate (bachelors degree)
• Exposure to UK Banking / other vertical Collections.
• Preferred with collections experience in motor finance experience.

Roles and 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.

Skills:

• 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.