MBA Consult
Website:
mbacgroup.com
Job details:
Company Description M.B.A. Consulting India Pvt. Ltd. is part of MBA Consult Group, a global non-performing loan (NPL) management organization headquartered in Singapore. The India division operates with world-class infrastructure and advanced collection tools to deliver specialized credit management and debt recovery services. The company focuses on credit management services, investment projects, and debt recovery solutions for individuals across the country. Since its launch in India in 2013 as a Debt Recovery Agency, M.B.A. Consulting India has aimed to create favorable conditions for partners and clients by opening new markets, designing exclusive financial products, and addressing everyday financial challenges for people nationwide.
Role Description
To deliver effective process and product training to new and existing employees, ensuring employees have a clear understanding of operational processes, SOPs, systems, quality standards, and customer handling requirements. The role will also be responsible for developing training modules and materials and conducting refresher and need-based training programs..
Key Responsibilities
- Conduct process training for new joiners covering process flow, SOPs, systems, customer handling, quality, and operational guidelines;
- Conduct refresher, corrective and need-based training based on performance and quality gaps;
- Develop and maintain training modules, presentations, process guides, assessments, and other training materials;
- Regularly update training content based on process, system, SOP, and business changes;
- Conduct assessments and evaluate trainee understanding and readiness;
- Identify knowledge gaps and provide additional coaching wherever required;
- Work closely with Operations and Quality teams to identify training needs and address recurring process gaps;
- Maintain training attendance, assessment, training reports & other required documentation;
- Monitor training effectiveness through assessment results, quality performance, and operational feedback.
Required Skills & Competencies
• Strong ability to create training modules, presentations, process manuals, assessments, and other training content.
• Excellent communication and presentation skills.
• Strong classroom facilitation and employee engagement skills.
• Good understanding of process training and training methodologies.
• Ability to simplify and explain complex operational processes.
• Good analytical and problem-solving skills.
• Good knowledge of MS PowerPoint, Word, and Excel.
Qualification & Experience
• Graduate in any discipline;
• 2–5 years of relevant experience in Process Training, Operations Training, Training & Development, or Quality;
• Experience in a BPO / Call Centre / Collections environment will be preferred;
• Prior experience in training new employees on operational processes and conducting refresher training is preferred;
• Hands-on experience in developing training modules and training material is required.
Key Performance Indicators (KPIs)
• Training completion as per the planned training calendar;
• New joiner training assessment and readiness scores;
• Training effectiveness and improvement in process knowledge;
• Improvement in quality and process adherence after training;
• Effectiveness of refresher and corrective training;
• Accuracy and timely updation of training materials;
• Trainee feedback and training engagement.
Click on Apply to know more.
