About The Team
The Operations Trainer is responsible for designing, delivering, and continuously improving training programs across Operations, covering Customer Service, Collections, Onboarding (KYC/KYD/KYB, Name Screening), and Risk & Compliance functions.
This role supports operations across financial services products, ensuring teams across L1, L2, and L3 are equipped with the required knowledge, operational discipline, and regulatory awareness to deliver high-quality, compliant, and efficient outcomes. The Trainer will work closely with Operations, Risk/Compliance, QA, Product, and Process Improvement teams to identify capability gaps, drive performance improvements, and build a scalable and standardized training framework across functions.
Job Description
Training Design & Delivery
- Develop and deliver structured training programs across:
- Customer Service (complaints, disputes, product support, insurance)
- Collections (early-stage, late-stage, recovery strategies, restructuring, customer negotiation, regulatory conduct)
- Onboarding (KYC, KYD, KYB, Name Screening)
- Risk & Compliance Operations (AML, case handling, regulatory processes)
- Support training across L1, L2, and L3 operational tiers
- Create and maintain SOP-based training modules, job aids, playbooks, and multimedia materials aligned with business and regulatory requirements
Training Needs Analysis
- Partner with Operations, QA, Risk/Compliance, and Process Improvement teams to:
- Identify performance gaps across quality, productivity, and compliance
- Analyse QA scores, audit findings, and operational KPIs
- Design targeted training interventions to address gaps in:
- Customer handling and resolution quality
- Case processing accuracy and turnaround time
- Regulatory adherence and risk assessment
- Collections performance (promise-to-pay conversion, recovery rates, call effectiveness, adherence to collection guidelines)
Stakeholder Collaboration
- Work closely with cross-functional stakeholders including:
- Operations (Customer Service, Collections, Onboarding, Risk & Compliance)
- Risk & Compliance
- QA and Training
- Product and Tech teams
- Ensure training content reflects: Latest regulatory requirements, Internal policies and SOPs, System and workflow updates
- Align training initiatives with business priorities such as: New product launches, Process and policy changes, System enhancements and migrations
Performance Coaching & Quality Improvement
- Monitor staff performance across all operational functions, including:
- Customer Service quality and resolution effectiveness
- Onboarding accuracy and compliance adherence
- Collections effectiveness (recovery rates, negotiation quality, call handling, regulatory conduct)
- Provide ongoing coaching, feedback, and refresher training to:
- Improve service quality and resolution accuracy
- Reduce operational errors and rework
- Strengthen compliance and audit readiness
- Support teams in achieving SLA, QA, CSAT, and recovery performance targets
Training Effectiveness & Reporting
- Evaluate training effectiveness using: Assessment results, QA scores, Audit findings, Operational KPIs (e.g. accuracy, turnaround time, CSAT, recovery rates)
- Track and report training outcomes, including: Performance improvements, Key gaps and action plans, Continuously refine training programs based on data insights
Process & Continuous Improvement
- Identify opportunities to:
- Enhance training frameworks and standardisation across functions
- Improve operational efficiency and scalability
- Strengthen knowledge retention across teams
- Stay updated on industry best practices in:
- Customer Service operations
- Collections and recovery strategies
- KYC/AML and regulatory compliance
- Financial services operations
Training Operations Management
- Plan and manage training schedules across:, New hire onboarding, Cross-skilling and multi-functional training, Refresher and upskilling programs, Support ramp-up planning for new teams, products, and BPO expansions, Ensure timely completion of certification and continuous learning programs across all functions.
Requirements
- Bachelor's degree in Business, Education, or a related field
- Minimum 3 years of experience in operations training or call center operations
- Strong understanding of: Customer Service operations, Collections processes and recovery strategies, Onboarding processes (KYC/KYD/KYB), Risk & Compliance / AML concepts
- Proven ability to design and deliver engaging training sessions to large groups
- Strong analytical and problem-solving skills with the ability to translate performance gaps into structured training solutions
- Proficiency in Microsoft Office and training tools
- Experience with Learning Management Systems (LMS) is an advantage
