Roles & Responsibilities: · Conduct new hire and refresher training for various channels of the Cash loans CS team · Design and implement PKTs for the inhouse team and partner teams · Perform training needs analysis to identify triggers in the performance and find gaps in the process · Develop training content and process documents in line with product, policy, and other stakeholders within the organization · Implement and manage the step-up program · Empower all Channels in becoming self-reliant for solving critical and ad-hoc process issues by coordinating with various stakeholders within the organization · Act as a process expert for first loans, repeat loans, and balance transfer loans covering all products of the organization · Conduct process training for external partners such as Online Aggregators, Digital Marketing · Work closely and coordinate with all the departments to drive improvement and innovation in the process Requirements: · Should have 2-3 years of experience as a Trainer preferably in chat process and Inbound process · Knowledge about Finance Industry and Personal Loans will be an added advantage · Should be Graduate · Ability to work well under pressure in a dynamic environment· Strong ability to guide individuals toward goal achievement using sales, negotiation, teamwork, and motivation · Excellent communication - English, Hindi, and regional language will be added advantage
