Assistant Unit Manager - Process Training

Assistant Unit Manager-Process Training

Job Description

Job Summary -

We are looking for a result-driven Trainer to be responsible for designing and delivering effective training programs that ensure the team consistently meets SLA and KPI targets specified by the client. The Trainer will demonstrate strong process knowledge of credit card funding and maintenance, driving process improvements through end-to-end understanding of the product. You will act as a key resource for addressing team queries and supporting the team as a Subject Matter Expert. This role involves monitoring learning progress, providing guidance, instruction, and leadership to inspire and empower associates to perform at their optimum while contributing to overall process excellence.

Years of experience needed - 4+ Years

Experience and Skills

• Experience in international BPO, conduct on-the-job training and upskilling
• Graduate from a recognized university with proven experience in training or operations within a back-office environment, preferably in credit card operations.
• Strong command of the English language with excellent verbal and written communication skills, combined with solid analytical and interpersonal abilities.
• Proven experience as a Trainer, preferably within credit card operations.
• Demonstrated ability to work effectively in a flexible, production-oriented, and fast-paced 24/7 operational environment.
• Good understanding of key back-office operations metrics and ability to translate these into actionable training insights.
• Develop comprehensive training materials, including manuals, presentations and process knowledge tests, tailored to the credit card fulfillment process.
• Ability to maintain a balanced focus on people, processes, and client expectations, ensuring holistic training solutions.
• Proven client management and relationship-building skills to collaborate with internal stakeholders and support business objectives.
• Willingness and ability to work from office in alignment with operational needs and team collaboration

Certifications Needed:

• NA

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back Transformation approach. Front2Back uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.