Training Lead

2 weeks ago

Karachi, Sindh, Pakistan Mashreq Full time
Training Lead - Contact Center (Mashreq Digital Bank Pakistan)

As the CX Training Lead at Mashreq Bank Pakistan, your primary responsibility is to spearhead the development and implementation of comprehensive training programs aimed at enhancing the customer experience across all customer support touchpoints. You will lead a team dedicated to designing and delivering training modules that equip customer-facing staff in the contact center through voice and chat with the necessary skills and knowledge to deliver exceptional service in alignment with organizational standards and values. Additionally, you will oversee the continuous improvement of training materials and methodologies to ensure relevance and effectiveness. Your role is pivotal in fostering a customer-centric culture within the organization and maintaining high levels of customer satisfaction and loyalty.

Key Result Areas

  • Training Program Development: Develop comprehensive training programs tailored to the needs of customer-facing staff in the contact center, focusing on enhancing customer service skills, product knowledge, and regulatory compliance.
  • Training Delivery and Evaluation: Facilitate the delivery of training sessions, workshops, and seminars to ensure effective transfer of knowledge and skills and conduct evaluations to assess training effectiveness and identify areas for improvement.
  • Training Needs Analysis: Conduct regular assessments to identify training needs and gaps in staff competencies and collaborate with stakeholders to develop targeted training interventions to address identified areas of improvement.
  • Training Material Development: Create and update training materials, including manuals, presentations, and e-learning modules, to ensure accuracy, relevance, and alignment with organizational objectives and industry best practices.
  • Continuous Learning Culture: Promote a culture of continuous learning and development among staff by facilitating access to training resources, mentoring programs, and knowledge-sharing platforms, fostering personal and professional growth.
  • Performance Monitoring and Coaching: Monitor the performance of staff post-training, provide constructive feedback and coaching to address performance gaps, and recognize and reward achievements to reinforce desired behaviors.
  • Compliance Training: Ensure all training programs incorporate relevant regulatory requirements and compliance standards, and track staff completion and competency levels to demonstrate adherence to regulatory mandates.
  • Training Program Administration: Oversee the logistical aspects of training program administration, including scheduling, venue coordination, participant registration, and resource allocation, to ensure smooth execution of training activities.
  • Stakeholder Engagement: Collaborate with cross-functional teams, department heads, and external training providers to align training initiatives with business objectives, share best practices, and leverage synergies to maximize training impact.

Knowledge, Skills and Experience

  • Knowledge:
  • Training Principles: Profound knowledge of adult learning principles, instructional design methodologies, and training delivery techniques to design and implement effective training programs.
  • Banking Products and Services: Understanding of the bank's products, services, and operational processes, with knowledge of digital banking channels, payment systems, and financial products.
  • Training Technologies: Familiarity with learning management systems (LMS), e-learning tools, virtual training platforms, and multimedia resources to facilitate interactive and engaging training experiences.
  • Compliance and Regulation: Knowledge of regulatory requirements, compliance standards, and industry best practices related to training and development in the banking sector.
  • Data Analysis: Ability to analyze training effectiveness metrics, learning outcomes, and performance indicators to assess the impact of training initiatives and identify areas for improvement.
  • Skills:
  • Communication: Strong verbal and written communication skills to deliver engaging training sessions, explain complex concepts, and facilitate group discussions effectively.
  • Instructional Design: Skill in designing and developing training materials, presentations, and interactive modules tailored to the learning needs and preferences of diverse audiences.
  • Leadership and Coaching: Leadership abilities to inspire, motivate, and coach training staff, fostering a culture of continuous learning, collaboration, and professional growth.
  • Training Facilitation: Proficiency in facilitating training sessions, workshops, and seminars using interactive techniques, role-playing, simulations, and multimedia resources to maximize learning outcomes.
  • Problem-Solving: Ability to identify training gaps, address performance challenges, and adapt training strategies to meet evolving business needs and learner requirements.
  • Experience:
  • Training and Development Experience: Extensive experience in designing, delivering, and evaluating training programs in the banking or financial services industry, with a focus on customer service, product knowledge, or compliance training.
  • Banking Industry Knowledge: Previous experience working in the banking sector, preferably in customer service, operations, or training roles, with a solid understanding of banking operations, regulations, and customer expectations.
  • Regulatory Compliance: Experience in ensuring training programs comply with regulatory requirements, industry standards, and internal policies, maintaining documentation and records for audit and compliance purposes.
  • Team Leadership: Demonstrated leadership experience in managing training teams, providing direction, guidance, and support to achieve training objectives and drive performance excellence.
  • Continuous Improvement: Track record of driving continuous improvement initiatives in training delivery, content development, and learning methodologies to enhance training effectiveness, learner engagement, and organizational performance.
Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Customer Service

Industries

Banking

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