Role & key Responsibilities –
- Meet and exceed Client Metrics: External & Internal Training Metrics to be consistently Green
- Take complete responsibility of performance on the Training and SLA/KPI metrics
- Drive/identify improvement areas in assigned area/project especially 0- 90 days performance
- Collaborate with operations, and other stake holders for the delivery as per SOW
- Develop Controls to minimize external and internal escalations
- Overall implementation, planning and improvement of the Transactional Quality Framework
- Set up, improve, drive and streamline TNI, Refresher & other internal processes related to Training
- Responsible for leading, motivating and supervising the team of Trainers assigned
- As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results
- To identify root causes of variances in metrics (if any)
- To propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process
- Collect Data and perform analysis and RCA on metrics and publish reports accordingly
- Create and maintain Knowledge base and up skilling of resources with change in the process
- Focus on identification and highlight any/all compliance defects and recommend training or action plan
- Own compliance, data security and risk assessment for the process – highlight noncompliance in time to avoid surprises or before reported by external sources
Key skills and knowledge:
- Strong understanding of banking products (e.g., loans, credit cards, accounts), services, and financial transactions
- Strong knowledge of Credit card and other Banking products
- Excellent verbal and written communication skills
- Should be willing to work in shifts along with the team in customer business time
- Should be a good team player with willingness to learn and drive to achieve
- Practice and focused on Metrics
Qualification: Graduation in any discipline