Process Trainer - Banking & chat experience (Immediate joiners)

TP; Chennai District; On-site; INR 420,000 - 600,000; Full time

Job summary

TP is seeking a dedicated Process Trainer to lead induction, deliver refresher trainings, and develop training materials for Banking Chat Support associates in Chennai. You will evaluate trainees, identify gaps, ensure compliance with banking regulations, and collaborate with Operations, Quality, and Client teams to drive training effectiveness.

The role requires a Bachelor's degree and 2+ years in banking or BPO training, with strong MS Office skills and ability to create engaging e-learning

Qualifications

• Bachelor's degree in any discipline.
• 2+ years of experience as a Process Trainer in Banking, Financial Services, or BPO.
• Prior experience in Chat Support operations preferred.
• Strong understanding of retail banking processes (cards, loans, payments).
• Excellent presentation, facilitation, and communication skills.
• Proficiency in MS Office applications.
• Knowledge of training methodologies and evaluation techniques.

Responsibilities

• Conduct new hire induction and process training for Banking Chat Support associates.
• Deliver refresher trainings, upskilling sessions, and knowledge enhancement programs.
• Develop and maintain training materials, SOPs, process documents, and assessment modules.
• Evaluate trainee performance through quizzes, certifications, nesting support, and audits.
• Identify performance gaps through quality analysis and recommend training interventions.
• Ensure compliance with banking regulations, data security policies, and operational guidelines.
• Facilitate workshops on customer service excellence, communication skills, and chat etiquette.
• Monitor training effectiveness through performance metrics and feedback mechanisms.
• Collaborate with Operations, Quality, and Client teams to address process updates and training requirements.
• Support transition and implementation of new banking products, services, and process changes.
• Prepare and publish training reports, scorecards, and effectiveness trackers.
• Conduct coaching and mentoring sessions to improve agent performance and customer experience.

Skills

Banking Operations Knowledge

Chat Support Training

Learning & Development

Communication & Presentation Skills

Stakeholder Management

Coaching & Mentoring

Process Improvement

Quality Management

Training Need Analysis (TNA)

Performance Management

Customer Service Excellence

Reporting & MIS

Education

Bachelor's degree in any discipline

Tools

MS Office (Excel, PowerPoint, Word)

Job description

Key Responsibilities

• Conduct new hire induction and process training for Banking Chat Support associates.
• Deliver refresher trainings, upskilling sessions, and knowledge enhancement programs.
• Develop and maintain training materials, SOPs, process documents, and assessment modules.
• Evaluate trainee performance through quizzes, certifications, nesting support, and audits.
• Identify performance gaps through quality analysis and recommend training interventions.
• Ensure compliance with banking regulations, data security policies, and operational guidelines.
• Facilitate workshops on customer service excellence, communication skills, and chat etiquette.
• Monitor training effectiveness through performance metrics and feedback mechanisms.
• Collaborate with Operations, Quality, and Client teams to address process updates and training requirements.
• Support transition and implementation of new banking products, services, and process changes.
• Prepare and publish training reports, scorecards, and effectiveness trackers.
• Conduct coaching and mentoring sessions to improve agent performance and customer experience.

Required Qualifications

• Bachelor's degree in any discipline.
• 2+ years of experience as a Process Trainer in Banking, Financial Services, or BPO industry.
• Prior experience in Chat Support operations is preferred.
• Strong understanding of retail banking, cards, loans, payments, deposits, or customer service processes.
• Excellent presentation, facilitation, and communication skills.
• Proficiency in MS Office applications (Excel, PowerPoint, Word).
• Knowledge of training methodologies, adult learning principles, and evaluation techniques.

Key Skills

• Banking Operations Knowledge
• Chat Support Training
• Learning & Development
• Communication & Presentation Skills
• Stakeholder Management
• Coaching & Mentoring
• Process Improvement
• Quality Management
• Training Need Analysis (TNA)
• Performance Management
• Customer Service Excellence
• Reporting & MIS

Preferred Qualifications

• Certification in Training & Development or Learning Management.
• Experience handling banking customers through digital channels (Chat/Email).
• Knowledge of LMS platforms and content creation tools.

Key Performance Indicators (KPIs)

• Training Throughput & Certification Scores
• New Hire Transition Success Rate
• Nesting Performance Improvement
• Quality Scores
• Productivity Metrics
• CSAT Improvement
• Knowledge Assessment Results
• Attrition and Retention Support Metrics