Job Description- The in scope activities for this process involves inbound calls for early-stage delinquent customers and L0 & L1 service request management( statement request, account maintenance, balance inquiry etc. and outbound calls for early stage (0-59 days) delinquent customers – dialer and manual. Products to be managed are mortgage, club, condo and latitude.Roles & Responsibilities- Responsible for Imparting Process & Pre-Process Training for banking operations like deposit, payments, wealth operations, commercial lending.- Developing operations education materials, such as digital presentations, how-to manuals, and instructional videos.- Preparing procedures and policies regarding techniques and appropriate agent conduct.- Scheduling and conducting training sessions on various topics to prepare and support new employees.- Training experienced employees on new or updated procedures to improve their performance.- Observing the daily operations of employees and identifying any areas of improvement.- Liaising with team leaders and managers to conduct on-the-job coaching.- Measuring the effectiveness of training sessions and preparing individual or team progress reports.- Creating and managing the training budget.- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.- Familiarity with learning management systems preferred.- Excellent knowledge of back office and customer servicing techniques (email/chat/voice) and servicing best practices.- Strong teaching abilities and mentoring skills.- Good communication, interpersonal, and conflict resolution skills.- Ability to provide leadership to personnel in a fast-paced and stressful work environment.- Train customer service agents on behavioral skills, Business Conduct Delivery of Process/Subject matter training to New recruits.- Maintain Track records of performance and analyze data critically.Desirable Skills:- At least 2 year of college completion.- Min 2-3 years of experience in training.-Min 2-3 years experience in training banking contact center team.