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The will cover the following, but is not limited to:

• Leading remote ‘classroom’ based training courses for new joiners to our operation

• Providing coaching and development for agents post classroom training

• Working with operations leadership in implementing any remediation plans through tailored training and improvement plans

• Although training curriculum will be provided, a focus on continuous improvement and adapting training to different learning styles will be paramount

Core Competencies:

• Conduct well planned training to agents according to specifications dictated by the Client to ensure agents are accurately prepared to provide superior customer service.

• Keep all the training materials up to date.

• Motivate the participants to succeed and provide them with all the necessary tools and knowledge to be successful in every customer interaction.

Other Expectations:

• Convey information clearly and effectively both written and oral.

• Continuously work on training methodology based on feedback and results from previous training classes.

• Perform a range of tasks from complex to straightforward within the scope of the function.

• Decide within an available range of solutions/practices, which are the most applicable.

• Seek advice and escalates issues when faced with tasks/problems outside normal scope of job.

• Exhibit professionalism and perform in a manner that supports the company's emphasis on customer service and operational excellence.

People Management Responsibilities

• Take initiatives towards streamlining process and help managing various metrics for the team.

PROCESSES

Operational Support:

• Support high qality work through a positive environment.

• Assist with providing ongoing performance support to new and/or underperforming team members, including coaching and remedial training.

• Ensure process is compliant as per the compliance and DPA guidelines.

Quality / Training

• Provide individual quality coaching based on historical and real time quality data.

• Provide online training for new joiners and agents.

• Assist in quality reviews and performance reporting.

The successful candidate will have:

• Demonstrable record in training and creating high performing teams in regulated environments

• Previous experience delivering training in financial support / collections & recoveries operations in banking

• Previous experience in receiving and delivering Train the Trainer activity on similar curriculum

• Knowledge of key and relevant FCA regulations with focus to create a customer centric culture in delivering good customer outcomes to customers

• Strong stakeholder management skills, both with Accenture leadership and client leadership

• Be able to challenge processes and suggest areas for transformation and instil a culture of continuous improvement