Assistant Manager - Process Training (US Mortgage Underwriting) - Gurgaon - NH8 - REF86236A_2025203332

Over 5 years of experience managing process training for a customer service contact center – New Hire Trainings and Training Initiatives for the existing employeesKnowledge of Mortgage process, products from banking and financial industry would be added advantageBe ready to learn the process, get trained and certified yourself and become the certified trainer for the accountTo be able to work on the ground, with ground level staffs and the existing trainers, managing basic stuffs in the classroom and OJTs, drive call simulations, knowledge assessments and retentions activitiesDriving BAU practices, conducting regular assessments, drive process updates completions, drive process accuracy by liaison with operations and quality team. Drive soft skills training.Training logistics with facility, WFM, Ops and all other functionsShould be knowledgeable on the business/process in customer experience area.Should have excellent communication skills and be able to interact with internal stakeholders and clientsShould have analytical ability and ability to understand the business impact of nos. Should be able to manage multiple teams and multiple location by providing KPI and driving itIn depth understanding of training metrics and impact to business metric. In depth understanding of TNI/ TNA process and ability to make recommendations for process improvementsLiaise with stakeholders to identify process improvement projects and launch it end to end with collaborationCreate value for the team by acting as a consultant for operations and identifying process improvement and quality related initiativesBe well versed in analysing data and suggesting measures towards improving revenue generation for the functionMaintain vertical hygiene and compliances by ensuring reports, data and documents are in placePromote standardization by creating SOPs across training – Standardization.Promote behavioral training programs and promote the programs in order to ensure maximum participationWork with the Vertical leads in providing inputs on development areas for projects initiated.Provide real time support to teams working on projects.