Full job description
Req ID: 71341
Department: AR Customer Services Ops Operations Performance
Division: Australia Retail
Location: Bengaluru
About Us
At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.
The Coach and Master Trainer role is responsible to support the development and implementation of Communication Capability and practices including voice and written skills. This role is accountable for designing and delivering training content, coaching and assessments that drive performance improvements against benchmarks. By fostering a culture of empowerment and accountability, the Trainer ensures that our staff takes responsibility for delivering exceptional customer interactions.
Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.
Role Type: Full Time
Role Location: Manyata Tech Park, Bengaluru
The Coach and Master Trainer is critical to making this happen and will
Design, develop, and deliver training content aligned with performance benchmarks. Conduct assessments to evaluate staff against these benchmarks and provide coaching for skill improvement.
Support the development and implementation of Communication Capability and practices
Provide tailored coaching to individuals to support their skill development
Regularly analyze live calls and curate a call library to encourage best practices. Collaborate with leaders to calibrate performance on a monthly basis.
Design and create voice and written skills training modules customized to our ANZ/Business environment and learning framework
Design and improve voice coaching plans, with a focus on Australia Operations in Bengaluru
Develop strong relationships with stakeholders and staff by maintaining open two-way communication. Engage with counterparts in Melbourne to resolve any process-related issues
To grow and be successful in the role, you will ideally bring the following:
Mandatory – Any Graduate with excellent communication skill with minimum of 8-10 years of total experience and around of 5-7 years of experience as a Voice/Soft Skill Trainer.
Effective interpersonal and communication skills.
Working knowledge of Excel and basic data analysis
Strong communicating, Mentoring / Coaching skills
Delivers effective training to improve competency
Exposure to leadership/developmental training would be an added advantage
Banking Knowledge will be an added advantage.
You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.
So why join us? (Bengaluru GCC)
ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank’s largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank’s strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We’re proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.
We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.
We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.
/. You can apply for this role by visiting ANZ Careers and searching for reference number 71341.