Trainer – Financial Health Operations London, England
Job description
Trainer – Customer Services – Financial Health Operations
Location: Home based
Salary: up to £32k depending on experience
Career Level: 11 Analyst
If you’re passionate, driven and committed to providing a first-class customer experience then we’d love to hear from you.
At Accenture we care deeply about what we do and the impact we have with our clients and communities. At the very heart of this are our people who are diverse, innovative, and committed to delivering excellence.
We're looking for a Training Lead to deliver exceptional training and learning journeys to our operational colleagues - with a key focus on ensuring they are well equipped to deliver fantastic service and good outcomes to our client’s customers.
The will cover the following, but is not limited to:
Leading remote ‘classroom’ based training courses for new joiners to our operation
Providing coaching and development for agents post classroom training
Working with operations leadership in implementing any remediation plans through tailored training and improvement plans
Although training curriculum will be provided, a focus on continuous improvement and adapting training to different learning styles will be paramount
Core Competencies:
Conduct well planned training to agents according to specifications dictated by the Client to ensure agents are accurately prepared to provide superior customer service.
Keep all the training materials up to date.
Motivate the participants to succeed and provide them with all the necessary tools and knowledge to be successful in every customer interaction.
Other Expectations:
Convey information clearly and effectively both written and oral.
Continuously work on training methodology based on feedback and results from previous training classes.
Perform a range of tasks from complex to straightforward within the scope of the function.
Decide within an available range of solutions/practices, which are the most applicable.
Seek advice and escalates issues when faced with tasks/problems outside normal scope of job.
Exhibit professionalism and perform in a manner that supports the company's emphasis on customer service and operational excellence.
People Management Responsibilities
Take initiatives towards streamlining process and help managing various metrics for the team.
PROCESSES
Operational Support:
Support high qality work through a positive environment.
Assist with providing ongoing performance support to new and/or underperforming team members, including coaching and remedial training.
Ensure process is compliant as per the compliance and DPA guidelines.
Quality / Training
Provide individual quality coaching based on historical and real time quality data.
Provide online training for new joiners and agents.
Assist in quality reviews and performance reporting.
The successful candidate will have:
Demonstrable record in training and creating high performing teams in regulated environments
Previous experience delivering training in financial support / collections & recoveries operations in banking
Previous experience in receiving and delivering Train the Trainer activity on similar curriculum
Knowledge of key and relevant FCA regulations with focus to create a customer centric culture in delivering good customer outcomes to customers
Strong stakeholder management skills, both with Accenture leadership and client leadership
Be able to challenge processes and suggest areas for transformation and instil a culture of continuous improvement
