Gatekeeper of account's internal and client administrative requirements like training request, training delivery and training schedule.Coordinating with Training and Operations for all joiners and movers rosterScheduling classes, preparing all documents and materials trainers will need for their clases.Gathering and managing of data needed for Monthly Business ReviewData Management for all Training Needs.Training Needs analysis.

Coordinating with Training and Operations for all joiners and movers access. Login creation, maintenance, and deletion including login audit. Tool onboarding and login roadshowCreate and Manage Training schedule and Capacity PlanGovernance with Contractual Requirements such as Account Launch, Contract Support, Commercials, Program Compliance, and AuditGatekeeper of account's internal and client administrative requirements like Facilities and Office Supplies, Procurement Processing… Show more Coordinating with Training and Operations for all joiners and movers access. Login creation, maintenance, and deletion including login audit. Tool onboarding and login roadshowCreate and Manage Training schedule and Capacity PlanGovernance with Contractual Requirements such as Account Launch, Contract Support, Commercials, Program Compliance, and AuditGatekeeper of account's internal and client administrative requirements like Facilities and Office Supplies, Procurement Processing, Account trackers, Executive/Business Decks, Process Documentation, IT Support, Security Requirements, and BCPResponsible for Training Client stewardship such as Client Visit, Client Logistics, Client Events Support Supporting Employee Engagement Activities like News Letter, Communication, and Social Media moderationManaging the program's financial requirements such as Incentive Processing, Invoicing, Reimbursement, Invoice Reconciliation, and Payments Governance Show less

Perform different admin tasks such as email scrubs for data analysis, process mapping, and insight generation Entry-level in legal and payroll management including disputes One on one meetings with the client for continuous process and performance improvement Joining client meetings in order to discuss process and training improvementCoaching agents to improve and be prepared for the career that they will choose within the communityOversee the whole operations relating to… Show more Perform different admin tasks such as email scrubs for data analysis, process mapping, and insight generation Entry-level in legal and payroll management including disputes One on one meetings with the client for continuous process and performance improvement Joining client meetings in order to discuss process and training improvementCoaching agents to improve and be prepared for the career that they will choose within the communityOversee the whole operations relating to Customer Service and Collections and ensure efficiency and productivity of the unit.Manage team members, monitor KPIs, and workflows, assist Management in implementing career development plans as well as inform feedback and resources.Ensure policies and regulations are met to provide high-quality customer service.Attend escalations and provide support in resolving complex issues relating to collections and other queries.Communicate with team members regarding history notes to reflect on updates of loan applicationsExecute Customer Service and Collections activities along with Team membersProvide documentation and create reports for analysis of information and metrics.Ensure high-level of confidentiality and discretion over sensitive documents are well-maintained Show less

Partner with Customer Success Manager and Team Leaders in developing and delivering learning solutions that meet business needs in order to win the business and ensure successful customer service trial periods.Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs in consultation with Ops Leaders, including assessment methods and focus group discussions.Closely coordinate with clients on implementing training, policy… Show more Partner with Customer Success Manager and Team Leaders in developing and delivering learning solutions that meet business needs in order to win the business and ensure successful customer service trial periods.Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs in consultation with Ops Leaders, including assessment methods and focus group discussions.Closely coordinate with clients on implementing training, policy updates, continuous educational training and upskilling of tenured production employees.Assess quality issues, conduct root cause analysis, recommend insights, develop improvement plans, and collaborate with the operations team to improve quality performance.Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changesEnsure the knowledge base is up to date and employees are aware of changes through knowledge alignment, touch points, and process knowledge tests.Conduct regular checks with the Team Leads, and proactively recommend improvements based on performance reviews. Show less