Assistant Manager Training

The Assistant Manager – Training will design, implement, and oversee comprehensive training programs for the CLM Domestic BFSI Inbound department. This role partners with operations, quality, and HR to ensure agents acquire the skills needed for high‑quality client service and regulatory compliance. The incumbent will monitor training effectiveness, drive continuous improvement, and mentor junior trainers to sustain a culture of excellence.

Develop and deliver onboarding and ongoing training curricula for inbound BFSI processes. Conduct needs analysis and gap assessments to tailor learning solutions. Create e‑learning modules, job aids, and performance support tools. Facilitate classroom and virtual training sessions, ensuring engagement and knowledge retention.

Evaluate training outcomes using KPIs, assessments, and feedback surveys. Collaborate with operations and quality teams to align training with service standards. Maintain training records and compliance documentation in line with regulatory requirements. Mentor and coach junior trainers and subject‑matter experts. Identify and implement continuous improvement initiatives for the training function.

Prepare regular reports on training impact for senior management. Bachelor's degree in Business, Human Resources, or related field; MBA preferred. 3+ years of experience in training or learning & development within BFSI or contact center environments. Strong knowledge of CLM (Customer Lifecycle Management) and inbound banking processes.

Proficiency in instructional design methodologies and e‑learning authoring tools. Excellent presentation, communication, and facilitation skills. Ability to analyze data and translate insights into actionable training improvements. Familiarity with regulatory compliance standards (e.g., KYC, AML) in the BFSI sector. Demonstrated leadership and mentoring capabilities.

Proficient in MS Office, LMS platforms, and virtual classroom technologies. Flexibility to work in shift‑based environments as required.