Lead Trainer - Call Center

Training Manager Location: Bangalore What is Muthoot FinCorp ONE Muthoot FinCorp ONE, is a fintech startup, building a financial ecosystem where customers can access relevant and reliable digital services across an expansive range of digital financial products in segments like Lending, Saving & Investment, Protection, and Remittance. Our products are designed to ensure a simple, reliable, and responsive financial environment for our customers. Envisioned to be the most trusted financial service provider, our app has an easy-to-use interface aimed to enhance user experience and comfortable navigation. Our promoter, Muthoot FinCorp Ltd., is one of the most reputed names in the Fintech industry and has the customers' trust in diverse segments like Financial Services, Automotive, Hospitality, Alternate Energy, Real Estate, and Precious Metals. In our quest to build teams across diversified domains, we recently acquired Paymatrix, an award-winning start-up founded in 2016. It has helped us venture into rent and rent-related payments and other vendor payments using credit cards. Currently, we are working on transforming Paymatrix into a Virtual POS platform. Muthoot FinCorp ONE believes in an ownership driven startup culture, where cumulative success is paramount, and each team member is valued and nurtured. What can you expect Build the future, Today - Build for scale in an ever-expanding marketplace Perks & other benefits - Wholesome well-being and personal satisfaction Work with the brightest minds in the industry - Premium colleges, great pedigree and amazing teams Dynamic work environment: Stable yet exciting - Constant challenges that test the best in you Fast-paced growth - Wide exposure, and terrific mentors to accelerate professional growth About the role The Training manager Call Centre (Lending Products) is responsible for designing and delivering training programs for call centre agents handling inbound and outbound calls related to lending products. This role ensures agents have strong product knowledge, compliance awareness, system proficiency, and customer handling skills to drive sales, service quality, and regulatory adherence. Key Responsibilities Training Delivery Conduct induction training for new call centre agents on lending products (Personal Loans, Home Loans, Business Loans, LAP, Two-Wheeler Loans, Credit Cards. Etc.). Deliver refresher training for existing agents on product updates, policy changes, and process enhancements. Facilitate training on inbound sales, outbound sales, lead conversion, objection handling, and cross-selling. 2. Product & Process Training Train agents on product features, eligibility criteria, documentation requirements, pricing, and TAT. Educate teams on credit policies, underwriting basics, and common decline reasons. Provide system training (CRM, dialler systems, Partner Portal) to ensure smooth call handling and accurate data entry. Ensure clear understanding of end-to-end loan journey. 3. Compliance & Quality Standards Train agents on regulatory guidelines, fair lending practices, data privacy, and call compliance requirements. Ensure adherence to call scripts and approved communication guidelines. Reinforce quality parameters such as call opening/closing standards, disclosure norms, and documentation accuracy. 4. Soft Skills & Behavioural Training Conduct sessions on communication skills, rapport building, empathy, and active listening. Provide coaching on objection handling and difficult customer scenarios. Train on professional phone etiquette and conflict resolution. Drive customer-centric culture within the call centre environment. 5. Performance Monitoring & Coaching Partner with Quality and Operations teams to identify performance gaps. Conduct side-by-side coaching, call listening sessions, and feedback discussions. Track post-training performance metrics such as: Conversion rates First Call Resolution (FCR) Average Handling Time (AHT) Compliance scores 6. Content Development Develop and update training modules, facilitator guides, SOPs, scripts, and knowledge materials. Create role-play scenarios and case studies relevant to lending products. Design assessments and certification tests to evaluate knowledge retention. Required Qualifications Bachelors degree. 79 years of experience in call centre operations o .