Hyderabad, Telangana

Job Summary

Back Office Process Trainer -

This position is responsible for the training of production staff in support of residential and small business operations. The position is responsible for managing and maintaining processes associated with training, quality monitoring and measuring across the operations. The position will assist in identifying, recommending and implementing training programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.

Key Responsibilities

Essential Duties and Responsibilities

Ability to speak in front of groups and present effective and high quality training material

Review, assess, and identify training needs to provide staff with necessary skills and knowledge

Assist in developing and implementing training & quality standards and processes to assess people performance

Ability to maintain and keep training materials current and relevant

Collaborate with key stakeholders on training processes and scoring techniques

Receive and implement feedback from groups, training manager, and functional leads for training improvements

Conduct virtual training classes for current hires and continuous learning

Conduct training with a larger audience; new hires and continuous learning

Be self-sufficient, self-motivated, and able to receive constructive feedback

Define and maintain standards to ensure the integrity of the Training process

Assist in the design and implementation of training programs to motivate and recognize employees

Use business tools and advanced industry knowledge to identify training opportunities

Identify and recommend operational and technological tools to improve efficiency

Work in a collaborative manner to maintain an effective relationship with all stakeholder groups

Work with the functional leads and training team to target areas for improvement from QA results

Support Operations as a LOB SME including; executing complex transactions in production, providing floor support,



performing business validations on new functionality

Skill Requirements

Essential Duties and Responsibilities

Ability to speak in front of groups and present effective and high quality training material

Review, assess, and identify training needs to provide staff with necessary skills and knowledge

Assist in developing and implementing training & quality standards and processes to assess people performance

Ability to maintain and keep training materials current and relevant

Collaborate with key stakeholders on training processes and scoring techniques

Receive and implement feedback from groups, training manager, and functional leads for training improvements

Conduct virtual training classes for new hires and continuous learning

Conduct training with a larger audience; new hires and continuous learning

Be self-sufficient, self-motivated, and able to receive constructive feedback

Define and maintain standards to ensure the integrity of the Training process

Assist in the design and implementation of training programs to motivate and recognize employees

Use business tools and advanced industry knowledge to identify training opportunities

Identify and recommend operational and technological tools to improve efficiency

Work in a collaborative manner to maintain an effective relationship with all stakeholder groups

Work with the functional leads and training team to target areas for improvement from QA results

Support Operations as a LOB SME including; executing complex transactions in production, providing floor support, performing business validations on new functionality

Other Requirements

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

Work US client work hours

Work from the office

Use of a PC, computer terminal and/or telephone over 4 hours a day

Operating in a fast-paced professional office environment

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📌 Process Manager - Customer Care (Hyderabad)
🏢 HCLTech
📍 Hyderabad