Overall Experience

- 4-8 years of BFS experience.

- Minimum 2 years in a Trainer role.

- Experience managing Academy, OJT, certification, and client-facing training programs.

Essential Skills

- Banking / Financial Services operations knowledge.

- Training delivery and facilitation expertise.

- Adult learning and instructional design skills.

- Assessment and certification management.

- Strong communication and stakeholder management skills.

- MS Office / Learning Management Systems.

Positive-to-Have Hiring Skills

- Instructional Designing / Curriculum Development

Key Responsibilities

- Deliver new-hire, cross-skill, and refresher training programs.

- Facilitate process, product, systems, compliance, and customer experience training.

- Deliver instructor-led, virtual, and blended learning programs.

- Conduct role plays, simulations, and case-study-based learning. Participate in client KT sessions and SME workshops.

- Convert process documentation into learning content.

- Maintain training decks, SOPs, job aids, assessments, and knowledge repositories.

- Ensure content version control and audit readiness. Conduct knowledge assessments,



system assessments, and certification programs.

- Track learner progress and maintain certification records.

- Identify critical-error trends and support remediation plans.

- Recommend certification, recertification, or deferment decisions. Analyze quality failures attributable to training gaps.

- Conduct refresher interventions and coaching sessions.

- Publish daily and weekly training reports.

- Maintain compliance evidence for audits and client reviews

Preferred candidate profile

- Experience delivering training across CRM, contact-center, virtual-desktop, and AI-assisted servicing environments.

- Ability to learn and facilitate training on Genesys, Confluence, Slack, Atlas, Verint, Persona, , Amazon Workspaces, and AWS Systems Manager.

- AI-ready trainer capable of delivering, certifying, and governing learning in an AI-enabled customer service environment, the above will be an added advantage

Interested candidates please share resume on [email protected]

📌 Hiring Trainer For non voice process (Pune)
🏢 Wipro
📍 Pune