Senior Trainer-Call Centre (Retirement Plan)

Genpact

United States

On-site

USD 60,000 - 65,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Genpact is seeking a Senior Trainer responsible for overseeing training programs in the banking and financial services sector. The role focuses on regulatory compliance and operational performance while leading a team and managing training effectiveness. This is an opportunity to influence workforce development in a rapidly evolving digital environment.

Qualifications

3+ years of experience in training delivery within banking/financial services contact centers.
Strong understanding of retirement plans, IRS regulations, and ERISA requirements.
Experience in leadership within regulated environments.

Responsibilities

Manage the design, delivery, and evaluation of training programs.
Provide coaching, feedback, and facilitate certification of trainers.
Generate and present reports on training impact.

Skills

Excellent communication

Presentation

Interpersonal skills

Analytical thinking

Pro-activeness

Cultural Awareness

Education

Bachelor’s degree in business, Education, Finance, or related field

Tools

Microsoft Office

LMS platforms

Power BI

Job description

This range is provided by Genpact. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00/yr - $65,000.00/yr

Direct message the job poster from Genpact

Global IT & Non IT Licensed Sr. Lead Talent Acquisition at Genpact- Bridging Employment Gaps as a Matchmaker and Engineer, SHRM LTH Certified

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implementdata, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Job Description:

Inviting applications for the role of Senior Trainer

Location - Remote (United states)

The Senior Trainer is responsible for overseeing the design, delivery, and evaluation of training programs for the banking/financial services/retirement contact center. The role ensures that training supports regulatory compliance, customer service excellence, and operational performance. The senior trainer manages reporting to track training effectiveness, identify gaps, and support risk mitigation through learning and multi-tasking.

Key Responsibilities:

Manage delivery of onboarding, upskilling, compliance, and refresher training for customer service – retirement front office
Ensure training content meets regulatory, compliance, and client standards specific to client requirements
Partner with subject matter experts (SMEs) to incorporate real-world scenarios in training.
Lead and develop a team of trainers ensuring high-quality and consistent delivery.
Provide coaching, feedback, and facilitate certification of trainers.
Maintain accurate records of training attendance, completion, certification, and compliance adherence.
Generate and present reports on training and impact on key metrics (e.g., call quality, compliance breaches, error rates, customer satisfaction).
Monitor and analyze data to identify trends, risks, and training needs- RCA and recommend actions to close gaps.
Provide regular reports and data analysis to Operations, Risk, and Compliance teams, and participate in audit readiness activities.
Ensure training aligns with regulatory requirements (e.g., AML, PII, data privacy, fraud prevention etc.).
Support internal and external audits with complete and accurate training documentation.

Collaboration, Stakeholder and Project Management

Contribute to calibration sessions, client and regulatory reviews, and continuous improvement initiatives.
Project manage all training activities while closely working with Compliance, Risk, QA, Operations, IT, WFM, HR etc. to align training objectives with business and regulatory priorities.

Preferred qualifications

• Any Graduate (PG an added advantage)

• Proven experience in call center training or a similar role

• Excellent communication, presentation, and interpersonal skills

• Proficiency in retirement plan record-keeping systems and Microsoft Office applications.

• Strong understanding of retirement plans, IRS regulations, and ERISA requirements.

• Microsoft Office proficiency, especially Excel

• Quality Lean/Process Improvement knowledge

• Ability to work under pressure in a dynamic environment

• Thirst for learning! Analytical thinking and ability to learn fast

• Ability to be pro-active and to think “creatively”

• Cultural Awareness in a diverse and international environment

Qualifications:

Bachelor’s degree in business, Education, Finance, or related field (preferred) or equivalent work experience.
3+ years of experience in training delivery within banking / financial services contact centers, with at least 1 year in a supervisory or senior trainer capacity.
Strong knowledge of banking products, regulatory environment, and risk/compliance requirements.
Excellent communication, coaching, and reporting skills.
Proficiency in MS Office (Advanced), LMS platforms, and reporting/analytics tools (e.g., Excel, Power BI, Sharepoint, Power Apps).
Leadership in regulated environments
Analytical and reporting skills
Attention to detail / compliance mindset

------------

Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
Make an impact – Drive change for global enterprises and solve business challenges that matter
Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

The approximate annual base compensation range for this position is $60,000 to $65,000. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity

Work-from-Anywhere Roles – “Los Angeles California-based candidates are not eligible for this role”

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Seniority level