Training Manager

Role & responsibilities

• Design, develop, and implement training programs for new hires and existing employees.
• Conduct training needs analysis and identify skill gaps across banking operations teams.
• Deliver classroom, virtual, and on-the-job training sessions.
• Develop training content, SOPs, process guides, assessments, and certification programs.
• Ensure employees are updated on banking products, policies, procedures, and regulatory changes.
• Monitor training effectiveness through assessments, feedback, and performance metrics.
• Drive employee development initiatives to improve productivity and operational excellence.
• Monitor and evaluate customer interactions, operational processes, and service quality standards.
• Conduct quality audits and assessments to ensure compliance with internal policies and regulatory requirements.
• Prepare quality scorecards, reports, dashboards, and performance analytics.
• Identify process gaps, recurring issues, and improvement opportunities.
• Recommend corrective and preventive actions to improve quality performance.
• Conduct calibration sessions and ensure consistency in quality evaluations.
• Analyze customer complaints, escalations, and service failures to identify root causes.
• Collaborate with Operations, Compliance, and Business teams to enhance customer experience.
• Lead continuous improvement initiatives to reduce errors and improve operational efficiency.
• Support implementation of process enhancements and best practices.
• Ensure adherence to banking regulations, internal controls, and compliance requirements.
• Conduct mandatory compliance and risk awareness training programs.
• Maintain training and quality records for audit and regulatory requirements.
• Work closely with Risk and Compliance teams to drive governance standards.
• Partner with Operations Heads, Branch Managers, HR, and Business Leaders to support organizational goals.
• Provide regular MIS reports and insights on training effectiveness and quality performance.
• Lead, mentor, and manage training and quality teams.
• Foster a culture of continuous learning, accountability, and service excellence.

Preferred candidate profile

Relocation candidates are also preferred