JD Process Trainer

Job Title: Process Trainer BFSI

Job Summary

The Process Trainer is responsible for delivering end-to-end training programs for current hires and existing employees across domain-specific BFSI workflows (such as Retail Banking, Commercial Lending, Cards, Mortgage, or Claims Processing). This role bridges theoretical process knowledge and operational execution. The ideal candidate will manage classroom ILT (Instructor-Led Training), drive nesting floor readiness, conduct Minimum Skill Verifications (MSV), and continuous refresher programs to ensure high speed-to-proficiency and quality compliance.

1. Training Delivery & Onboarding (Nesting & Classroom)
- Design and execute structured training curricula (Foundation, Core Process, and Nesting) for voice, non-voice, or back-office BFSI programs.
- Manage the Nesting Phase closely, offering hand-holding, real-time query resolution, and live transaction/call monitoring to ensure a smooth transition to production.
- Drive key training metrics: Training Throughput, Speed-to-Proficiency, Nesting Attrition,



and Day-1 Floor Quality/Accuracy.

2. Content & Assessment Management
- Develop, update, and maintain Standard Operating Procedures (SOPs), process decks, job aids, and simulation environments aligned with client policy updates.
- Create objective knowledge assessments (MCQs, scenario-based evaluations, and case-study roleplays) to measure learner comprehension.
- Conduct Minimum Skill Verification (MSV) and batch certifications prior to floor hand-off.

3. Performance Management & Continuous Improvement
- Partner with Quality Assurance (QA) and Operations to conduct Training Needs Identification (TNI/TNA).
- Design and deliver targeted refresher modules and bottom-quartile coaching sessions to bridge operational quality gaps.
- Maintain compliance and data security standards mandatory for BFSI operations (e.g., PII protection, KYC/AML guidelines, and client-specific regulatory norms).

Qualifications & R

📌 Process Trainer- International Voice (Gurugram)
🏢 NLB Services
📍 Gurugram