CORE COMPETENCIESTraining * Process Excellence * Co-ordination * Team Management *Vendor ManagementPROFESSIONAL EXPERIENCEPAYTM PAYMENTS BANK LTD.Junior Manager (TRAINING) 3RD APRIL'2019 – TILL DATE Managing the team of trainers along the daily assigned tasks and KPI’s Coordinating with multiple stake holders for structuring of training schedule, set up,development of training materials and Promote standardization by creating SOPs. Delivering product and process training (including outbound calling, chat process, recovery,customer support, escalation/grievance handling, soft/ hard calls and soft skills training).  Developing training materials such as outlines, handouts and PPT, using a variety of instructional techniques and formats such as role-playing, simulations, team exercises, group discussions, videos, E-Learning courses, lectures and alternative training methods. In-depth understanding of the TNI/ TNA process and ability to make recommendations for process improvements. Identify, develop and conduct training on competency mapping model which is significant to business needs and manage tracking and reporting progress on training progress. Conduct quality audits to provide inputs and improvement on associate’s knowledge and skills. Coordinate and conduct small group and individual training sessions based on staff and Organizational learning needs. Ability to calibrate employee performance/targets achievement through monitoring and coaching. Having Problem-solving, teamwork, People Management skills and Ability to resolve issues that affect Performance Criteria. Handling both In-house and external centers at various location Conduct TTT for the trainers on facilitation skills and product knowledge Publishing monthly training dashboards, Top Performers data, OJT data, Batch alignmentand all the required training reports Conduct interviews for new hired trainers and associates for the better skills set on board Ensuring Process hygiene Provide/Cascade latest updates/amendments at all centers Gauging process and product knowledge by process knowledge test and its compliance. Organizing fun sessions and motivation sessions on floor for the better engagement among