Training Manager

TP; Vadodara; On-site; INR 700,000 - 1,200,000; Full time

Benefits offered by this job

Relocation preferred

Job summary

TP is seeking an experienced Training & Quality Lead to design, deliver, and manage training programs for bank staff across onboarding and ongoing development. You will conduct needs analysis, create content, SOPs, assessments, and certification programs, and ensure updates on products, policies, and regulatory changes.

You will monitor training effectiveness with metrics, lead calibration and audits, drive continuous improvement, and prepare MIS reports.

Qualifications

• Design and implement training programs for new hires and existing staff.
• Conduct needs analysis and identify skill gaps across banking operations teams.
• Deliver classroom, virtual, and on-the-job training sessions.
• Develop training content, SOPs, process guides, assessments, and certifications.
• Ensure updates on banking products, policies, procedures, and regulatory changes.

Responsibilities

• Monitor training effectiveness through assessments, feedback, and metrics.
• Drive employee development initiatives to improve productivity and operational excellence.
• Monitor and evaluate customer interactions, processes, and service quality standards.
• Conduct quality audits to ensure compliance with internal policies and regulatory requirements.
• Prepare quality scorecards, reports, dashboards, and performance analytics.
• Identify process gaps and implement improvement opportunities.
• Recommend corrective and preventive actions to improve quality.
• Conduct calibration sessions and ensure consistency in evaluations.
• Analyze customer complaints and escalations to identify root causes.
• Collaborate with Operations, Compliance, and Business teams to enhance customer experience.
• Lead continuous improvement initiatives to reduce errors and improve efficiency.
• Support implementation of process enhancements and best practices.
• Ensure adherence to banking regulations and internal controls.

Skills

Training program design

Needs analysis

Training delivery

Content development

Regulatory knowledge

Quality management

Process improvement

Data analysis and MIS

Stakeholder collaboration

Leadership and mentoring

Job description

Role & responsibilities

• Design, develop, and implement training programs for new hires and existing employees.
• Conduct training needs analysis and identify skill gaps across banking operations teams.
• Deliver classroom, virtual, and on-the-job training sessions.
• Develop training content, SOPs, process guides, assessments, and certification programs.
• Ensure employees are updated on banking products, policies, procedures, and regulatory changes.
• Monitor training effectiveness through assessments, feedback, and performance metrics.
• Drive employee development initiatives to improve productivity and operational excellence.
• Monitor and evaluate customer interactions, operational processes, and service quality standards.
• Conduct quality audits and assessments to ensure compliance with internal policies and regulatory requirements.
• Prepare quality scorecards, reports, dashboards, and performance analytics.
• Identify process gaps, recurring issues, and improvement opportunities.
• Recommend corrective and preventive actions to improve quality performance.
• Conduct calibration sessions and ensure consistency in quality evaluations.
• Analyze customer complaints, escalations, and service failures to identify root causes.
• Collaborate with Operations, Compliance, and Business teams to enhance customer experience.
• Lead continuous improvement initiatives to reduce errors and improve operational efficiency.
• Support implementation of process enhancements and best practices.
• Ensure adherence to banking regulations, internal controls, and compliance requirements.
• Conduct mandatory compliance and risk awareness training programs.
• Maintain training and quality records for audit and regulatory requirements.
• Work closely with Risk and Compliance teams to drive governance standards.
• Partner with Operations Heads, Branch Managers, HR, and Business Leaders to support organizational goals.
• Provide regular MIS reports and insights on training effectiveness and quality performance.
• Lead, mentor, and manage training and quality teams.
• Foster a culture of continuous learning, accountability, and service excellence.

Preferred candidate profile

Relocation candidates are also preferred