Training Manager

Job Title:

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectation

Role and Key Responsibilities

• Needs Analysis: Conduct regular needs assessments to identify training requirements and gaps in customer care staff knowledge and skills.
• Curriculum Development: Develop and maintain comprehensive training curricula for Australian mortgage underwriting customer care, covering topics such as product knowledge, regulatory compliance, customer service best practices, and problem-solving techniques.
• Training Delivery: Deliver or oversee the delivery of training programs, utilizing a variety of instructional methods, including classroom training, e-learning, and role-playing exercises.
• Performance Evaluation: Develop and implement performance evaluation tools to measure the effectiveness of training programs and identify areas for improvement.
• Coaching and Mentoring: Provide ongoing coaching and mentoring to customer care staff, supporting their professional development and growth.
• Compliance Training: Ensure that customer care staff are adequately trained on Australian regulatory requirements, including the National Consumer Credit Protection Act (NCCP) and the Banking and Financial Services Act (BFSA).
• Quality Assurance: Monitor customer satisfaction and quality metrics to identify training opportunities and address customer concerns.
• Knowledge Management: Develop and maintain a knowledge base or resource center for customer care staff, providing easy access to information and support

Key skills & knowledge

• Experience in Australian mortgage underwriting, lending, or training roles, with at least 2 years in a training management position.
• Deep knowledge of Australian mortgage regulations, including NCCP, APRA guidelines, and responsible lending principles.
• Experience in instructional design and knowledge of adult learning principles.
• Proven track record of developing and delivering effective training programs within the mortgage or financial services industry.
• Experience in the Australian financial services industry.
• Certification in training and development (e.g., Certified Instructional Designer (CID)).
• Knowledge of adult learning theory and instructional design principles

Educational qualification: Graduation

Disclaimer: -

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities

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