Senior Manager - Training - Functional & Behavioral Vertical - BFSI

- Strategic - In building / Establishing the training programs/road map for Operations teams

- Coaching productions teams on best practices to communicate with our clients

- Coach nonclient facing teams on the communication rules & guidelines in order to improve the communications to best serve clients.

- Evaluate on a regular basis the progress and improvement areas in term of client communication for the teams, and help find solutions to improve

- If necessary, adapt the coaching approach and patterns depending on internal and external constraints

- Contribute to and animate the customer service coaching community

- Help teams on demand on the communication part with them have an issue with a client

Quality:

- Autonomous

- Excellent verbal, written and presentation skills

- be able to track and report clearly

- be able to communicate to top management and intermediary managers

- Capacity to be strategic, innovate and create training/materials and helpful tools so that the golden rules are understood quickly

- Ability to work globally in ensuring the training programs/ strategies are aligned

- Active listening skills

- Very strong relationship skills in order to coach the teams, provide feedback and deploy best practices efficiently

- Proactive, be able to take initiatives

- Strong stake-holder engagement and influencing skills with the ability to influence people and navigate a matrix organization

- Effective interpersonal skills in a multi-cultural team environment

- Ability to mentor and groom professionals

- Flexibility to adapt to different business lines and regions constraints, 

- Flexible to travel across locations ( India)

- Self-starter and self-motivated with the ability to work independently as well as with a team of peers

- Energetic and mature

Qualifications:

- Graduate/Post Graduate

- Minimum 10+ years of Exp within Coaching / L &D

- Experience working in the IB environment in a capacity of Trainer/Client topics etc

- Ability to identify and develop a strong working relationship with internal partners

- Successful customer service track record and the ability to foster a service-oriented work environment