KEY DUTIES & RESPONSIBILITIES OF THE ROLE
Business/ Financials
- Ensure all trainings are done as defined within timelines
- Ensure Training SLA and certifications are Met
- Handle NHT and provide support as required
- Responsible for New joiners performance
- Manage Recent joiners attrition
- Update and manage training content
- Conduct call calibrations with External and internal stakeholders
- Conduct call listening activities
- Identify training and developmental needs and drive suitable training initiatives
- Enhance employees' skills, performance, productivity and quality of work

Customer (Both Internal & External)
- Ensure trainees are handling calls & providing 100% accurate resolution on calls
- Query and doubt handling
- Escalation handling
- Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently




- Provide guidance on how to escalate complaints / disputes within the organization

Internal Process
- Publish Training calendar and other reports as defined within timelines
- Ensure adherence to process and audit requirements
- Coaching and feedback sessions for Trainees and existing staffs
- Maintain schedule adherence of trainees
- Manage NHT Attrition

Innovation & Learning
- Identify training gaps and ensure team members are up to date with products and procedure
- Coordinating with business teams to get the latest feedback and updates
- Ensure adherence to training man-days/ mandatory training programs for self and self
- Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the

📌 Specialist-Phone Banking Training (Bengaluru)
🏢 Ujjivan Small Finance Bank
📍 Bengaluru