Trainer

Role & responsibilities

Training Strategy & Execution

• Design and deliver structured onboarding programs for new hires across Customer Experience
• Conduct periodic Training Needs Assessments (TNA) to identify skill and knowledge gaps.
• Develop and maintain updated training materials: SOPs, LMS modules, simulations,

assessments.

• Tailor training content for different functional teams empathetic handling for support, objection

handling and pitching for sales, compliance and ethical recovery techniques for collections.

Compliance & Process Quality

• Ensure training content is aligned with regulatory frameworks especially RBI norms,

collections code of conduct, and fair practice codes.

• Collaborate with Quality and Compliance teams to integrate real-world learnings from call audits,

escalations, and grievance redressals into training content.

• Embed compliance protocols and behavioral standards into daily team routines through coaching.

Team & Stakeholder Management

• Lead a team of internal trainers or coordinate with external training vendors.
• Manage training calendars, track participation and completion via LMS or internal systems.
• Work closely with Collections, Sales, Support, Legal, and Product teams to ensure training

relevance and effectiveness.

• Prepare and present training impact reports, engagement metrics, and ROI evaluations to

leadership.

Preferred candidate profile

• Certification in Instructional Design, Train the Trainer, or Learning & Development.
• Understanding of financial products, credit lifecycle, loan collections, and regulatory
• compliance (RBI, KYC, fair recovery practices).
• Experience training hybrid or remote customer-facing teams.