Assistant Manager - Senior Trainer

Ready to shape the future of work

At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Assistant Manager Senior Trainer!

In this role The Senior Trainer is responsible for overseeing the design delivery and evaluation of training programs for the banking/financial services/retirement contact center. The role ensures that training supports regulatory compliance customer service excellence and operational performance. The senior trainer manages reporting to track training effectiveness identify gaps and support risk mitigation through learning and multi-tasking.

Responsibilities

Training Program Oversight

Manage delivery of onboarding upskilling compliance and refresher training for customer service retirement front office

Ensure training content meets regulatory compliance and client standards specific to client requirements

Partner with subject matter experts (SMEs) to incorporate real-world scenarios in training.

Team Leadership

Lead and develop a team of trainers ensuring high-quality and consistent delivery.

Provide coaching feedback and facilitate certification of trainers.

Reporting & Analysis

Maintain accurate records of training attendance completion certification and compliance adherence.

Generate and present reports on training and impact on key metrics (e.g. call quality compliance breaches error rates customer satisfaction).

Monitor and analyze data to identify trends risks and training needs- RCA and recommend actions to close gaps.

Provide regular reports and data analysis to Operations Risk and Compliance teams and participate in audit readiness activities.

Compliance & Risk Management

Ensure training aligns with regulatory requirements (e.g. AML PII data privacy fraud prevention etc.).

Support internal and external audits with complete and accurate training documentation.

Collaboration Stakeholder and Project Management

Contribute to calibration sessions client and regulatory reviews and continuous improvement initiatives.

Project manage all training activities while closely working with Compliance Risk QA Operations IT WFM HR etc. to align training objectives with business and regulatory priorities.

Qualifications we seek in you!

Minimum Qualifications

Bachelors degree in business Education Finance or related field (preferred) or equivalent work experience.

3 years of experience in training delivery within banking / financial services contact centers with at least 1 year in a supervisory or senior trainer capacity.

Strong knowledge of banking products regulatory environment and risk/compliance requirements.

Excellent communication coaching and reporting skills.

Proficiency in MS Office (Advanced) LMS platforms and reporting/analytics tools (e.g. Excel Power BI Sharepoint Power Apps).

Preferred Qualifications/ Skills

Any Graduate (PG an added advantage)

Proven experience in call center training or a similar role

Why join Genpact

Be a transformation leader Work at the cutting edge of AI automation and digital innovation

Make an impact Drive change for global enterprises and solve business challenges that matter

Accelerate your career Get hands-on experience mentorship and continuous learning opportunities

Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day

Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets build tomorrow together.

The approximate annual base compensation range for this position is $60000 to $70000. The actual offer reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicants experience knowledge skills and abilities; geographic location; and internal equity

Work-from-Anywhere Roles Los Angeles California-based candidates are not eligible for this role

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.

Job

Assistant Manager

Primary Location

Remote USA

Schedule

Full-time

Education Level

Bachelors / Graduation / Equivalent

Job Posting

Mar 7 2025 4:28:40 PM

Unposting Date

Apr:59:00 PM

Master Skills ListOperations

Job CategoryFull Time