Job Role : Email Training

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Role Purpose:-

The jobholder will be responsible to manage the end-to-end lifecycle of NHT & OJT. The person will be primarily responsible for managing the employee’s learning & development cycle within stipulated guidelines and norms of the partner and RBL Bank and ensures successful delivery and end-to-end management of training.

Roles and Responsibilities:-

1. Design, Delivery & Execution

- Deliver Throughput as per the agreement on a continuous basis
- Deliver batch average AHT as per the agreement during OJT
- Lays special emphasis on DSAT’s, Errors, TCD’s, CSAT, CQ parameters during the period of training and equip advisors of the sound knowledge on handling situations
- To create learning material for driving participant engagement for Email process
- To liaise with partner and central support teams to source Email training material, best practices etc. for customization of learning modules as the case may be
- Assist in rollout of briefing/updates dissemination
- Maintain proper records and share proactively including of advisor performance
- Complete self-login hours of call taking and invest in self-development
- Maintain schedule of NHT & OJT
- Evaluate - Training Impact- (as applicable) in line with Kirkpatrick's model of Training Effectiveness
- Hosting updates and assessments on LMS/KMS and enrolling to the relevant target audience.
- Partner in ways that help achieve future targets of increased customer self-service, Cross-Sell, Up-Sell, Reduction in Escalations, Errors, and Complaints

1. Training Co-ordination

- Market available training to employees and provide necessary information about sessions
- Design, prepare and order learning aids and materials
- Gather feedback from trainers and trainees after each training session
- Maintain updated curriculum database and training records




- Manage and maintain in-house training facilities and equipment
- Research and recommend recent training methods, like gamification, quizzes etc.
- Co-ordinate training logistics like venue booking, travel & accommodation booking etc.
- Maintain training records master tracker.

1. MIS & Dashboard

- Drive coverage and publish dashboards of learning to mapped stakeholders

1. Content Development

- Translate complex business concepts into clear, concise and appealing content
- To liase with internal product SMEs, process SMEs to create content
- Rework on the existing content for updates.

1. Project Management & Deliverable

- Planning and successful initiation of the project
- End to end execution and meeting agreed SLA and deliverables
- Successful closure of project

1. Other Responsibilities

- Support & partner with partner and RBL Bank central team on various project, research, report and requirement basis
- Partnering with other role holders in the team to support other business vertical needs and requirement
- Innovative approach with foresight to sense future trends in training

Qualifications and Experience Requirement

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Qualifications

Essential

- Bachelor’s Degree - Any
- Master’s Degree – Any domain

Experience

Essential

- 1 to 2 years of Email Training experience with at least 4 years of relevant BPO experience
- Well experienced in the areas of L&D;
- Experience in the banking sector

Competencies

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Behavioural Competencies

Functional Competencies

- Customer Centricity
- Collaboration
- Attention to Detail
- Execution
- Innovation
- Stakeholder Engagement
- Performance Consulting
- Content Development
- Facilitation
- Program Designing and Evaluation
- Project Management

Salary - 5 to 5.5 LPA For more information reach out to HR - Neha (phone hidden)

[email protected]

📌 Corporate Trainer (Hyderabad)
🏢 TP
📍 Hyderabad