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