Project: Valley Bank

Account/ Domain/ LOB: Banking
Work set-up: Onsite at BGC Taguig
Work schedule: Night shift
Salary range: 70K - 80K package
Relevant Experience range: 3- 5years

Job Description

• Design new hire training, cross-skilling, and refresher programs
• Create training plans aligned to bank SOPs, Adult learning principles
• Facilitate Virtual & Onsite training
• Scenario-based and case-based training
• Knowledge checks and certification assessment
• Responsible for all Qualitative Metrics (Quality Scores, Complaince scores & Repeat errors)
• Weekly/Monthly/Quarterly reviews with management
• Call Auditing, Call monitoring, Call calibration.
• Provide coaching and mentoring to new and existing team members on an on-going basis.
• Ensure that team members are adhering to call quality standards and practices by conducting regular call monitoring checks
• Ensure that the team is adhering to the prescribed quality parameters
• To actively participate in providing feedback (positive and negative)
• Conduct team briefings and discussions on a regular basis
• Need to maintain all the Reports & MIS for the same.

Requirements:

• Must have a Bachelor’s degree with both TOR and Diploma on hand
• With 5 - 7 years of supporting a banking account, whether retail or commercial or both and at least 3 years as a Trainer
• With over-all working experience of at least 8 years
• Doing early stage or late stage collections, for auto loans, credit cards, personal bank/loans
• Strong communication skills. Language proficiency in English
• Ability to work independently and within a team environment
• Critical listening and thinking skills
• Training/teaching skills
• Strategic management skills
• Negotiation skills/experience
• Time management skills
• Customer service oriented
• Decision making/problem solving skills
• Must not be currently or formerly employed with TCS and have no active application with them to avoid duplications
• Should be amenable to start immediately and can work onsite in Taguig