Role & responsibilities

Training Strategy & Execution

- Design and deliver structured onboarding programs for current hires across Customer Experience
- Conduct periodic Training Needs Assessments (TNA) to identify skill and knowledge gaps.
- Develop and maintain updated training materials: SOPs, LMS modules, simulations,

assessments.
- Tailor training content for different functional teams empathetic handling for support, objection

handling and pitching for sales, compliance and ethical recovery techniques for collections.

Compliance & Process Quality

- Ensure training content is aligned with regulatory frameworks especially RBI norms,

collections code of conduct, and fair practice codes.
- Collaborate with Quality and Compliance teams to integrate real-world learnings from call audits,

escalations, and grievance redressals into training content.
- Embed compliance protocols and behavioral standards into daily team routines through coaching.





Team & Stakeholder Management
- Lead a team of internal trainers or coordinate with external training vendors.
- Manage training calendars, track participation and completion via LMS or internal systems.
- Work closely with Collections, Sales, Support, Legal, and Product teams to ensure training

relevance and effectiveness.
- Prepare and present training impact reports, engagement metrics, and ROI evaluations to

leadership.

Preferred candidate profile

- Certification in Instructional Design, Train the Trainer, or Learning & Development.
- Understanding of financial products, credit lifecycle, loan collections, and regulatory
- compliance (RBI, KYC, fair recovery practices).
- Experience training hybrid or remote customer-facing teams.

📌 Trainer (Bengaluru)
🏢 Money View
📍 Bengaluru