Job title: Academy Coach
• The Academy Coach is responsible for delivering high-quality on-the-job training and coaching to new and existing-to-bank agents, ensuring they are fully equipped to perform effectively in a live contact centre environment. The role supports the successful transition of trainees to Operations by building capability in customer handling, product knowledge, and adherence to quality and compliance standards.
• The role holder is accountable for driving learning outcomes that enable agents to achieve performance targets, deliver excellent customer experiences, and meet business requirements. Through structured coaching, performance monitoring, and collaboration with key stakeholders, the Academy Coach ensures consistency in training delivery and contributes to the overall effectiveness and success of the academy.
• In addition, the role plays a key part in maintaining governance, operational discipline, and continuous improvement within the training setting, ensuring alignment with the Contact Centre Operating Model and broader business objectives.
• The role of the GCCSO Academy Manager is to motivate and lead the on the job training phase of new recruits or newly cross trained executives to handle customer calls/chat in a contact centre environment in line with the GCCSO Academy Target Operating Model. Ensuring that trainees provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance. Manages the day-to-day operations of the academy and takes responsibility and accountability for the overall on the job learning phase of training. In this role, you will: Principal Accountabilities: Key activities and decision-making areas Impact on the Business
• Lead and manage the on-the-job training (OJT) phase to ensure trainees are fully prepared for live customer interactions.
• Ensure trainees consistently deliver high-quality service, achieving First Contact Resolution (FCR) while meeting quality and compliance standards.
• Drive achievement of individual learning targets, certification milestones, and readiness criteria aligned to the Contact Centre Operating Model (CCOM).
• Monitor trainee performance and intervene through targeted coaching to address gaps prior to endorsement to Operations.
• Maintain accountability for academy outcomes, ensuring alignment to productivity, quality, and customer experience targets. Typical KPIs and Targets
• Learning curve and tollgate certification pass rate 90% on 1st attempt
• Quality and customer experience outcomes for academy agents
• On-time delivery of OJT milestones and academy plans Customers / Stakeholders
• Partner with Operations, Quality, and Business Leaders to ensure alignment of academy outcomes with performance expectations.
• Ensure a consistent, high-quality learning experience across all trainees, markets, and supported products.
• Provide clear visibility of trainee progress, readiness, and risks to stakeholders through structured reporting.
• Balance business requirements with trainee development needs to ensure smooth transition to Operations.
• Act as a key point of contact for escalations related to trainee performance or readiness decisions. Typical KPIs and Targets
• Stakeholder feedback and confidence in academy readiness decisions
• Consistency of trainee experience across segments and markets
• Timely, accurate reporting on academy performance and risks




• Reduced post-transition performance issues linked to training gaps Leadership & Teamwork
• Coach, mentor, and develop new and existing-to-bank agents to achieve performance and behavioral standards.
• Foster a culture of accountability, continuous improvement, and excellence within the academy environment.
• Collaborate effectively with co-coaches, SMEs, and Operations to ensure alignment and consistency in delivery.
• Identify and support underperforming trainees through structured coaching plans and interventions.
• Contribute to knowledge sharing and continuous improvement initiatives within the training team. Typical KPIs and Targets
• Everyday Performance & Development working effectively including use of PDPs where appropriate.
• Fair and transparent talent and succession planning
• Effective use of the full skillset.
• Evidence of proactively owning and driving own development journey (Personal Development Planning). Using internal resources (e.g. HSBC University, e-learnings) or external sources (e.g. books, journals or newspapers) to improve capability in the role.
• Proactively seeking feedback, including peer coaching and knowledge sharing.
• Acting as a positive ambassador for HSBC's values, championing community, wellbeing and the sustainability strategy.
• Demonstrated openness to and effective management of change. Operational Effectiveness & Control
• Manage day-to-day academy activities in line with the Contact Centre Operating Model
• Ensure all training activities comply with quality, conduct, risk, and regulatory requirements.
• Maintain accurate documentation of trainee progress, attendance, coaching, and assessments.
• Exercise strong governance over academy processes including escalation, reporting, and decision-making.
• Balance training delivery with operational support (e.g., call taking, side-by-side coaching) as required.
• Maintain strong governance over academy processes, documentation, escalation, and decision-making.
• Balance technical understanding with leadership accountability to influence effective outcomes across training and business priorities. Typical KPIs and Targets
• 100% completion of mandatory risk and compliance training
• Zero audit issues related to training
• 100% accuracy in attendance and documentation.
• Timely escalation of risks or challenges. Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)
• Managing diverse trainee capabilities, learning styles, and performance gaps within tight training timelines.
• Balancing quality of coaching with operational demands, including supporting live operations when required.
• Ensuring consistent training delivery across different products, processes, and market requirements.
• Driving readiness and performance outcomes while maintaining high engagement and low attrition among trainees.
• Navigating stakeholder expectations (Operations, QA, Business) with potentially competing priorities. Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
• Operates within the Shared Contact Centre (SCC) Academy supporting multiple markets and products.
• Works closely with Operations, Quality Assurance,



and Business stakeholders to align training outcomes with performance expectations.
• Responsible for the on-the-job training (OJT) phase, including coaching, assessments, and readiness decisions.
• May be required to support live operations (e.g., call handling, side-by-side coaching, escalations) when not assigned to a training batch.
• Operates in a fast-paced, performance-driven environment with strict adherence to the Contact Centre Operating Model Management of Risk (Operational Risk / FIM requirements)
• Ensure all training content and delivery adhere to regulatory, compliance, and internal policy requirements.
• Identify and escalate risks related to trainee readiness, performance gaps, or process misunderstandings in a timely manner.
• Minimize customer and operational risk by ensuring only fully qualified and competent agents are endorsed to Operations.
• Maintain awareness of operational risks and incorporate risk mitigation practices into coaching and training delivery. Observation of Internal Controls (Compliance Policy / FIM requirements)
• Comply with all HSBC policies, procedures, and regulatory requirements in training delivery and documentation.
• Ensure 100% completion of mandatory risk and compliance training for self and trainees.
• Maintain accurate and complete records of attendance, coaching sessions, assessments, and trainee progress.
• Adhere to audit, governance, and documentation standards to ensure transparency and accountability.
• Promptly escalate any control weaknesses, breaches, or operational issues in line with defined protocols. Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD’000)
• Supports multiple training batches across various products and customer propositions.
• Responsible for coaching and developing a defined number of trainees per batch (e.g., 10–20 agents per class).
• Impacts key business metrics including Quality, NPS, FCR, and Time to Proficiency.
• Collaborates with cross-functional stakeholders including Operations leaders, QA teams, and SMEs.
• Contributes to overall academy performance, readiness decisions, and continuous improvement initiatives. To be successful you will: Knowledge & Experience / Qualifications (For the role – not the role holder. Minimum requirements of the role.)
• Strong coaching skills
• Strong communication and people skills
• Strong stakeholder management skills
• Ability to adapt and flex in a fast-paced environment and problem solve.
• Experience working in a contact Centre environment.
• Strong planning, organization, and time management skills. Hsbc.com/careers You’ll achieve more at HSBC HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.” Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. *Issued By HSBC Electronic Data Processing (India) Private LTD*

📌 Academy Coach (Bengaluru)
🏢 HSBC
📍 Bengaluru