Process Trainer

Kotak Securities Limited; Thane; On-site; INR 500,000 - 900,000; Full time

Job summary

Kotak Securities Limited in Maharashtra is seeking an experienced Training Specialist to design and deliver product, process and compliance training for call/chat/email based service teams.

You will coach agents, run refresher sessions, analyze training data, maintain process documents, and coordinate training across partner locations, requiring strong communication and presentation skills and a background in securities.

Qualifications

• Graduate/Postgraduate with 3-5 years experience including at least 2 years in securities/financial services.
• Experience in product and process training delivery for service teams.
• Excellent written and oral communication skills.
• Excellent presentation, feedback and coaching skills.
• Analytical bent of mind.
• Soft skills/voice and accent training experience desirable.
• Knowledge of English communication, annotations, syllables, punctuation etc. as part of soft skills training.
• Result-oriented in a fast-paced, dynamic industry.

Responsibilities

• Conduct training sessions for new hires on product, process details including aspects around compliance, communication.
• Conduct refresher sessions for existing employees on current processes and any recent updates
• Provide coaching & feedback to enhance agent effectiveness of call/chat/emails based customer service teams
• Analyze new hire OJT training audit data, compliance, communication & process related data. Prepare & implement action plans for increased throughput of training
• Analyze the coaching / training needs of the agents & support them in delivery.
• Participate in calibrations, call listening, chat/email reading sessions to ensure consistent scoring & feedback delivery approach
• Keep the agents updated on new process changes/updates, improvement initiatives.
• Maintenance and upkeep of process documents repository
• Sharing of Trivia and Process updates on routine basis
• Coordination and tracking of training delivery at partner locations

Skills

Training delivery

Communication skills

Coaching

Analytical mindset

Presentation skills

Education

Graduate or Postgraduate

Job description

Key Responsibilities and Accountabilities

• Conduct training sessions for new hires on product, process details including aspects around compliance, communication.
• Conduct refresher sessions for existing employees on current processes and any recent updates
• Provide coaching & feedback to enhance agent effectiveness of call/chat/emails based customer service teams
• Analyze new hire OJT training audit data, compliance, communication & process related data. Prepare & implement action plans for increased throughput of training
• Analyze the coaching / training needs of the agents & support them in delivery.
• Participate in calibrations, call listening, chat/email reading sessions to ensure consistent scoring & feedback delivery approach
• Keep the agents updated on new process changes/updates, improvement initiatives.
• Maintenance and upkeep of process documents repository
• Sharing of Trivia and Process updates on routine basis
• Coordination and tracking of training delivery at partner locations

Skills & Knowledge

• Graduate/Post Graduate with 3 - 5 yrs experience which should include at least 2 yrs experience in Securities domain/financial services
• Experience in product, process training delivery for service teams
• Should be excellent in written & oral communication skills
• Excellent in presentation feedback and coaching skills
• Should possess an analytical bent of mind
• Experience in soft skills, voice and accent training is desirable
• Knowledge of English communication, annotations, syllables, punctuation etc. as part of soft skills training
• Result-oriented individual who can excel in a fast paced organization in a dynamic industry