Now it’s your time to join the #1 bank in the Middle East and one of the most prestigious financial companies in the region. Shaking up the world of banking requires a lot of smarts and skill. We’re looking for the brightest and best to help us reach our goals and we’ll also help you reach yours. Your success is our success as you grow stronger in your career. Join us and leave a legacy of your own, as a pioneer in both the company and the industry.

JOB PURPOSE:

Responsible for developing and implementing training programs, to help the development of people to support deliver organization objectives and vision to deliver training and development requirement related to voice, chat, and social media.

KEY ACCOUNTABILITIES:

Team Supervision (only for Team leaders and supervisors)

• Organise and supervise the work of the assigned team to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Provide on-the-job training and constructive feedback to assigned team to support their overall development.
• Promote the organisation’s values and ethics in all activities within the team in order to support the establishment of a value drive culture within the bank.
• Provide guidance and on the job training for junior colleagues and conduct knowledge sharing to facilitate achievement of team objectives and completion of tasks in an efficient manner which is consistent with operating procedures and policy.
• Promote the organisation’s values and ethics in all activities within the team to support the establishment of a value drive culture within the bank.

Budgeting and Financial Performance

• Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.

Policies, Systems, Processes & Procedures

• Provide inputs and implement policies, systems, and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

Continuous Improvement

• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

• Prepare sectional statements and reports timely and accurately to meet FAB and department requirements, policies, and quality standards.

Job Context

Specific Job Accountability

• Manages the operation of the Contact Centre training unit to ensure customer facing staff are up-to-date with the information related to product, process, and systems
• Ensures the up-to-date information is maintained in well organised order, centralised and easy to access location for all users
• Designs and maintains up to date Onboarding and Refresher training programs through continuous reviews that includes training content, program duration and maintain records
• Collaborates with Quality Assurance, centre operations to assess training needs through gap analysis, design and implements training plans through refresher program
• Maintains up-to-date training records program-wise and individual-wise for reviews and audit purposes
• Develops and implements periodical knowledge evaluations based on agreed frequencies
• Manage all adhoc training requirements the management requires in a timely manner
• Build solid cross-functional relationships to ensure timely information flow to the centre that enables the customer facing staff to be well informed all bank offerings
• Provide logistical support, course development, delivery, evaluation, process measurements,
• Assist with the development of strategic plans
• Maintain team spirit by providing full support at all the times
• Manage and constantly monitor trainer and unit productivity to ensure optimum use of time and effort that delivers effective training and meets timelines
• Attend to special tasks assigned by the centre manager
• Ensure training employees comply to shift schedule as planned

Job Context

Specific Job Accountability

• Manages the operation of the Contact Centre training unit to ensure customer facing staff are up-to-date with the information related to product, process, and systems
• Ensures the up-to-date information is maintained in well organised order, centralised and easy to access location for all users
• Designs and maintains up to date Onboarding and Refresher training programs through continuous reviews that includes training content, program duration and maintain records
• Collaborates with Quality Assurance, centre operations to assess training needs through gap analysis, design and implements training plans through refresher program
• Maintains up-to-date training records program-wise and individual-wise for reviews and audit purposes
• Develops and implements periodical knowledge evaluations based on agreed frequencies
• Manage all adhoc training requirements the management requires in a timely manner
• Build solid cross-functional relationships to ensure timely information flow to the centre that enables the customer facing staff to be well informed all bank offerings
• Provide logistical support, course development, delivery, evaluation, process measurements,
• Assist with the development of strategic plans
• Maintain team spirit by providing full support at all the times
• Manage and constantly monitor trainer and unit productivity to ensure optimum use of time and effort that delivers effective training and meets timelines
• Attend to special tasks assigned by the centre manager
• Ensure training employees comply to shift schedule as planned