Job Description

. About the Role The Coach and Master Trainer role is responsible to support the development and implementation of Communication Capability and practices including voice and written skills. This role is accountable for designing and delivering training content, coaching and assessments that drive performance improvements against benchmarks. By fostering a culture of empowerment and accountability, the Trainer ensures that our staff takes responsibility for delivering exceptional customer interactions. Banking is changing and we re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you ll be building your future, while helping to build ours. Role Type: Full Time Role Location: Manyata Tech Park, Bengaluru What will your day look like The Coach and Master Trainer is critical to making this happen and will Design, develop, and deliver training content aligned with performance benchmarks. Conduct assessments to evaluate staff against these benchmarks and provide coaching for skill improvement. Support the development and implementation of Communication Capability and practices Provide tailored coaching to individuals to support their skill development Regularly analyze live calls and curate a call library to encourage best practices. Collaborate with leaders to calibrate performance on a monthly basis. Design and create voice and written skills training modules customized to our ANZ/Business environment and learning framework Design and improve voice coaching plans, with a focus on Australia Operations in Bengaluru Develop strong relationships with stakeholders and staff by maintaining open two-way communication. Engage with counterparts in Melbourne to resolve any process-related issues What will you bring To grow and be successful in the role, you will ideally bring the following: Mandatory - Any Graduate with excellent communication skill with minimum of 8-10 years of total experience and around of 5-7 years of experience as a Voice/Soft Skill Trainer. Effective interpersonal and communication skills. Working knowledge of Excel and basic data analysis Strong communicating, Mentoring / Coaching skills Delivers effective training to improve competency Exposure to leadership/developmental training would be an added advantage Banking Knowledge will be an added advantage.