01Overview
Job Role Purpose & Objective:
The Process Trainer is responsible for ensuring operations teams are process-ready, compliant, and aligned to business execution standards. The role focuses on delivering hands-on training for banking/NBFC processes, supporting floor readiness, minimizing operational errors, and ensuring adherence to regulatory and internal requirements.
KEY DUTIES & RESPONSIBILITIES OF THE ROLE:
- Deliver end-to-end process training for KYC operations, including onboarding, documentation, verification, regulatory checks, and exception handling.
- Conduct customer support process training, covering customer interaction workflows, query resolution, service standards, escalation handling, and compliance requirements.
- Deliver product, policy, and process training for new joiners and existing operations staff. Conduct refresher and change trainings for SOP updates, audit findings, regulatory changes, and process enhancements.
- Provide floor-level process support, coaching, and real-time clarifications to customer-facing and backend operations teams.
- Ensure process certification, knowledge checks, and readiness before floor deployment.
- Maintain training records, certifications, and documentation in line with RBI and internal audit requirements.
- Analyse error trends, quality findings, customer complaints, and audit observations to address execution gaps through targeted training.
- Work closely with Operations, Quality, Risk, and Compliance teams to ensure uniform and compliant process execution.
MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS:
- 4+ years of experience in banking and NBFC operations
- Exposure to KYC and customer support process training or floor support.
- Strong knowledge of KYC processes, customer support operations, and banking/NBFC workflows. Working knowledge of credit cards, personal loans, and retail lending operations.
- Understanding of customer onboarding, lifecycle management, servicing, and regulatory controls.
- Solid com .
