Training Specialist in Banking Customer Care – Domain Trainee – English – On Site Johannesburg

4 days ago

Randburg, Gauteng, South Africa Genpact Full time

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Training Specialist in Banking Customer Care – Domain Trainee – English – On Site Johannesburg

In this role, you will support the overall organization's strategy and help the business grow through its training and call quality improvement initiatives and develop and handle performance of the training team.

Responsibilities
  1. Manage and support a team of Universal Coaches and/or drive training controls and projects with the agents population.
  2. Manage the onboarding process of new employees to comply with the client internal processes.
  3. Support in the creation of IDs and credentials for both Genpact and the client.
  4. Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants.
  5. Manage the day-to-day activities of the team.
  6. Provide analysis in evaluated calls and identify gaps that impact KPIs.
  7. Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance.
  8. Develop and implement training strategies that will impact site CQ metrics, decrease defects and regulatory violations, and other key performance metrics.
  9. Enforce Genpact's guidelines and policy across the operations team.
  10. Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s).
  11. Create training documentations/learning documents.
  12. Conduct PKT (Process Knowledge tests) as per agreed schedule.
  13. Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals, and LOBs.
  14. Maintain an up-to-date knowledge of all systems, products, and services to up-skill the team continuously.
  15. Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs in consultation with Ops Leaders, including assessment methods and measurement systems entailed.
  16. Support in documenting the process for all compliance parameters and audit requirements.
  17. Create and Update Monitor and report Performance dashboards, metrics, etc.
  18. Develop self and maintain knowledge in relevant field at all times.
  19. Perform training needs analysis.
  20. Facilitate new hire training, coach and conduct performance evaluation of trainees.
  21. Cooperate with hiring to improve quality of hires.
  22. Provide weekly training updates.
  23. Perform production activities to stay up to date with product/process changes and make necessary updates to training material.
  24. Work closely with client and internal teams to develop new or update existing training content periodically.
  25. Train other team members regarding the daily tasks whenever necessary and requested by the manager.
  26. Update the working procedures periodically.
Qualifications we seek in you Minimum Qualifications
  1. Very good understanding of Customer Service integral components.
  2. High School Graduate.
  3. Self-motivated with ability to work both independently and as part of a team.
  4. Ability to handle client on a one-on-one basis, via e-mails and calls.
  5. English Proficient – both written and spoken.
  6. Excellent written and oral communication skills and detail-oriented.
  7. Ability to learn, adapt, upskill and work independently.
  8. Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills.
  9. Working experience in PowerPoint, Word and Excel.
  10. Numerical Skills for Analysis and Reporting.
  11. Should be flexible in shift timings.
  12. Strong organizational skills to give the team direction.
Preferred Qualifications/ Skills
  1. Multinational/BPO background is preferred.
  2. Lean Six Sigma Trained and Tested.
  3. KYC experience.
  4. Excellent organizational skills.
  5. Relevant experience in either managing a training/quality team or experience as senior Quality agent or trainer.
  6. Previous experience of leading a team and working alongside multiple business partners and domains, Experience in leading and implementing innovative projects.
What can we offer?
  1. Attractive salary and benefits such as Medical Aid, Retirement and risk benefits.
  2. Work in a multicultural environment.
  3. Various trainings (technical & soft skills).
  4. Development opportunities in a growing multinational company.

In case Genpact does not respond to your application within 30 days, please consider it was not successful for the current recruitment process for this role.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

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