Manager Training | US Banking process | iEnergizer Noida

Ienergizer; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

iEnergizer Pvt. Ltd. is looking for an experienced Manager – Training to lead the Training & Development function for Voice, Chat, and Back-office Operations.

The candidate should have strong experience in managing Trainers, designing learning interventions, and conducting Training Needs Analysis, with preference for US Banking/FinTech experience. Exposure to AI tools and GenAI-enabled learning solutions will be an added advantage.

Qualifications

• 8+ years of relevant experience in Training / L&D, with significant managerial responsibilities.
• Experience leading Trainer teams and large-scale training operations.
• Experience delivering training for Voice, Chat, and Back-office Operations.

Responsibilities

• Lead and manage the Training function for Voice, Chat, and Back-office Operations.
• Mentor, coach, and develop a team of Trainers.
• Deliver new-hire, onboarding, nesting, refresher, and performance-improvement programs.

Skills

Training & Dev

Trainer teams

Voice/Chat Ops

TNA

Content development

AI tools

Excel/Sheets

Stakeholder mgmt

Tools

AI platforms

Job description

Greetings from iEnergizer !

We at iEnergizer are Hiring for Manager Training (US Banking Process)

Company: iEnergizer Pvt. Ltd.

Location: Noida Sector 60

Work Mode: Work from Office

Working Days: 5 Days Working

Shift: Rotational US Shift | 10 Hours

Domain: US Banking / Financial Services preferred

Note: Cab & Meals are not accommodated.

Job Summary

iEnergizer Pvt. Ltd. is looking for an experienced Manager – Training to lead and manage the Training & Development function for Voice, Chat, and Back-office Operations. The ideal candidate should have strong experience in managing Trainer teams, designing and implementing learning interventions, conducting Training Needs Analysis, and driving measurable improvements in operational performance. Candidates with experience in US Banking, Financial Services, FinTech, BFSI, or International BPO is Mandate. Exposure to AI tools and GenAI-enabled learning solutions will be an added advantage.

Key Responsibilities

• Lead and manage the overall Training function for Voice, Chat, and Back-office Operations.
• Manage, mentor, coach, and develop a team of Trainers.
• Ensure effective delivery of new-hire training, onboarding, nesting, refresher training, upskilling, and performance improvement programs.
• Conduct Training Needs Analysis (TNA) based on business requirements, operational performance, quality trends, and process changes.
• Develop and continuously improve training content, modules, presentations, assessments, SOPs, and learning material.
• Identify knowledge and skill gaps and implement targeted training interventions to improve employee performance.
• Monitor training effectiveness through assessments, certification results, nesting performance, and post-training performance.
• Work closely with Operations and Quality teams to identify performance gaps and develop appropriate learning solutions.
• Partner with Client and internal stakeholders to understand business requirements and implement training strategies.
• Drive initiatives related to attrition control, employee engagement, employee development, and retention.
• Analyse training dashboards and operational data to measure the effectiveness and business impact of training interventions.
• Drive improvements in key business metrics such as Quality, Productivity, AHT, CSAT, Compliance, and Process Adherence through targeted training programs.
• Conduct regular Trainer calibrations, coaching sessions, feedback sessions, and performance reviews.
• Build Trainer capability through structured development programs and continuous coaching.
• Ensure compliance with training governance, process requirements, quality standards, and client expectations.
• Leverage AI tools and GenAI-enabled learning solutions to improve training content, learner engagement, knowledge retention, and training productivity.
• Identify opportunities for automation and technology-driven learning solutions.
• Prepare and present training performance reports, dashboards, action plans, and business reviews to senior stakeholders.
• Handle training-related escalations and ensure timely resolution.
• Drive continuous improvement and best practices across the Training function.

Key Skills & Competencies

• Strong experience in Training & Development / Learning & Development.
• Proven experience managing and leading Trainer teams.
• Experience managing training for Voice, Chat, and Back-office Operations.
• Strong understanding of Training Needs Analysis (TNA).
• Expertise in content development, onboarding, nesting, refresher training, and performance improvement programs.
• Strong people management, coaching, mentoring, and leadership skills.
• Proven experience in attrition control, employee engagement, and team development.
• Excellent communication, presentation, facilitation, and stakeholder management skills.
• Strong analytical and problem-solving skills.
• Ability to convert operational performance gaps into actionable training interventions.
• Strong understanding of operational KPIs and their relationship with training effectiveness.
• Practical knowledge of AI tools and GenAI-enabled learning solutions.
• Strong MS Excel / Google Sheets and reporting skills.
• Ability to work collaboratively with Operations, Quality, HR, and Client stakeholders.

Preferred Domain Experience

• US Banking / Financial Services
• US FinTech
• BFSI
• International BPO
• US Voice / Chat / Back-office Operations

Experience in Banking Fraud, Collections, Credit Cards, Payments, Lending, Customer Service, or other US Financial Services processes is Mandate.

Eligibility / Candidate Profile

• Experience: 8+ years of relevant experience in Training / L&D, with significant experience in a managerial or leadership role.
• Prior experience as Manager – Training / Training Manager / L&D Manager / Learning & Development Manager preferred.
• Strong experience managing Trainer teams and large-scale training operations.
• Experience working with Operations and Quality teams to drive performance improvement.
• Strong client and senior stakeholder management exposure.
• Candidates from US Banking / Financial Services / FinTech / International BPO preferred.
• Strong analytical, communication, presentation, and leadership skills.
• Comfortable working from office at Noida Sector 60.
• Willing to work 5 days a week.
• Comfortable working in rotational shifts and a 10-hour work schedule.

Regards

Arun Sharma

iEnergizer HR Team