Associate Manager - Technical Training
Associate Manager - Technical Training
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1 Vacancy
Job Description
Job Summary:
We are looking for dynamic and engaging Trainers/Facilitators to deliver effective and interactive training programs for a new (to launch) omnichannel fintech account. As a Trainer/Facilitator you will be a core driver of knowledge and skill transfer during the launch of a new Fintech account. You will deliver compelling high-impact training across voice chat email and app-based customer support channels to prepare agents to handle sensitive financial interactions. You will be responsible for facilitating new hire training upskilling sessions and product/process updates while ensuring high learner engagement and retention.
Key Responsibilities:
- Deliver instructor-led and virtual training sessions for new hires and tenured employees.
- Facilitate training across various channels voice chat email and app-based platforms.
- Assist in developing training materials job aids and assessments in collaboration with content developers or SMEs.
- Track trainee progress identify learning gaps and provide real-time coaching.
- Conduct knowledge checks simulations and assessments to ensure learning objectives are met.
- Provide nesting and post-training support by collaborating with Team Leads and Quality.
- Collect and analyze feedback to suggest improvements in training delivery.
- Stay updated on fintech trends compliance protocols and customer engagement strategies.
- Program Launch Execution
- Attend Train-the-Trainer sessions to master client products tools and customer personas.
- Deliver NH Training and cross-skill training according to the established curriculum and timelines.
- Support pilot class and early wave launches acting as a liaison between learners Operations and Training Management.
- Provide live chat and floor support during nesting and early production to reinforce learned behaviors.
- Channel-Specific Facilitation - customize facilitation approach for each channel:
- Voice: role-play scenarios with payment disputes authentication and de-escalation.
- Chat: simulate multitasking environments with time-bound customer interactions.
- Email: coach on structured responses grammar and formatting.
- App/Social: demonstrate handling of mobile-first experiences emojis and digital tone calibration.
- Facilitate Fintech process-specific learning: disputes digital wallet issues money transfers error codes account security.
Qualifications :
- Bachelors Degree or equivalent experience.
- 1-3 years of training or facilitation experience preferably in a fintech or BPO setting.
- Experience handling omnichannel support preferred.
- Strong communication presentation and engagement skills.
- Proficient with MS Office and virtual training tools (Google Meets MS Teams Webex etc.).
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
