Process & Comm Training Senior Analyst

NTT Data Services is Hiring!

Top 10 Global Services Firm is seeking Process Trainers for our Business Process Outsourcing (BPO) Center in Gurugram, India.

The Company
NTT DATA Services is a top 10 global services company and part of the NTT Group, a Fortune 29 telecommunications and services company based in Japan.   We operate with 60,000 professionals in 36 countries. Every day around the world we help clients explore new ways to respond to market dynamics with flexibility and speed, reduce costs with less risk, and increase productivity to enable growth.

The Opportunity

For more than 30 years, our Business Process Outsourcing (BPO) team has implemented the processes and technologies for our clients that bring about real transformation for customers of all sizes. Our end-to-end administrative services help streamline operations, improve productivity and strengthen cash flow to help our customers stay competitive and improve member satisfaction.

In these roles, you will be responsible for:

• Uses adult learning principles to conduct in-class domain, process, compliance and refreshers training programs (as applicable) voice and non-voice.
• Adheres to processes and methodologies to fulfill delivery and report on the delivery of scheduled training curriculum and related activities aligned with operational strategies and goals
• Conducting Training Needs Analysis, creating course calendars and ensuring adherence to training calendars.
• Evaluating impact on business by measuring training effectiveness (feedback on training, performance during training and on the job performance).
• Reporting training progress and training dashboards to management.
• Uses standardized evaluations to assess training impact/effectiveness and provides results and suggestions to key stakeholders in Operations, Recruitment and Training Design
• Provides support and coaching for new trainees in the classroom, and as they transition into production, to ensure that learners are adequately skilled and supported to meet their key performance goals
• Identifies unique challenges of some learners and creates supportive plans to address
• Coach learners on early performance so that they meet performance benchmarks

Requirements for this role include:

• Overall 3+ years (s) of experience in International BPO (International Banking/Credit Card Operations preferred). No domestic experience is considered.
• 3+ years(s) of experience in conducting new hire, refresher and compliance training for team members in BPO- Banking domain (International Banking/Credit card operations preferred).
• Must have experience in International Chat Process  
• Excellent communication skills in both verbal and written are required.
• Strong organizational skills and time management skills

• Maintain strict adherence to:

• Canadian banking compliance requirements
• PCI-DSS guidelines
• Data privacy and confidentiality standards

Work shifts for this position will be scheduled between Monday-Friday (IST):

• US Shift Timing – EST Time Zone – 10 hours shift
• Work from Office – 5 Days working model

The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekends basis business requirement.

Key Competencies

• Customer-centric approach
• Compliance orientation
• Emotional intelligence
• Time management
• Adaptability