Senior Training Specialist

Job Description

The Senior Training Specialist will play a crucial role in understanding customer experience, identifying areas for improvement, and developing training solutions to enhance service quality. This position is responsible for designing and delivering training programs that empower employees to provide exceptional customer service, ensuring customer retention and continued engagement with our financial products.

Training Development & Delivery

· Design, develop, and implement training programs focused on customer service excellence, product knowledge, and digital transformation.

· Deliver engaging training sessions through various methods (classroom, e-learning, workshops, etc.).

· Evaluate training effectiveness and continuously improve training materials based on feedback and performance analysis.

Customer Experience Enhancement

· Analyze customer feedback and interactions to identify gaps in service quality.

· Work closely with operations teams to develop solutions that improve the overall customer journey.

· Train employees on best practices for handling customer inquiries, complaints, and retention strategies.

Digital & AI Integration in Training

· Stay updated on industry trends and leverage AI-powered tools to enhance training delivery and personalization.

· Implement digital learning platforms to improve accessibility and efficiency in training programs.

· Educate teams on how to utilize AI for better customer service and operational efficiency.

Cross-Functional Collaboration

· Partner with product, marketing, and customer service teams to ensure alignment between training content and business objectives.

· Work with stakeholders to ensure training supports the company’s digital transformation initiatives. Provide coaching and mentorship to team members, fostering a culture of continuous learning

Job Requirement

•       Minimum 3-5 years in training, customer service, or operations within the finance, banking, or insurance sectors.

•       Bachelor’s degree in Business, Finance, Education, or a related field.

•       Ability of communicating effectively in English

•       Strong training facilitation and curriculum development skills.

•       Excellent understanding of customer experiences management and service quality improvement.

•       Ability to analyze customer data and propose strategic training solutions.

•       Proactive, customer-focused, and passionate about learning and development.

•       Familiarity with AI applications in customer service is a plus.