Citiphone Trainer

**Job Purpose**:
The Trainer Intermediate is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

**Key Responsibilities**:

- Develops, implements and evaluates employee development plans and programs.
- Supports organizational needs as a generalist or in a combination of disciplines such as management development, talent management, succession planning, technical or nontechnical training, or e-learning.
- Develops and Monitors employee development and training programs.
- Assesses needs and results, develops new programs and modifies existing programs.
- Matches executives responsible for training and development to this Discipline and the Executive Career Band.
- Supports Quality Management process
- Evaluates calls to assess team levels
- Gives feedback and provides coaching as required
- Is also responsible for Customer Experience Survey results related to Citiphone efficiency
- Achieves the business targets as assigned by Citiphone Management
- Ensure training are conducted to maintain product and offer knowledge
- Ensure high performers recognition
- Ensure process and procedures are up to date on the knowledge base and Esok
- Implement daily follow up dashboard and communication with Inbound and Outbound teams on training completion
- All other duties as assigned.

**Competencies**:

- 4-5 years relevant experience
- Consistently demonstrates clear and concise written and verbal communication skills
- Proficient in Microsoft Office with an emphasis on MS Excel
- Self-motivated and detail oriented
- Strong people and communication skills (at all levels and across the business)

**Person Specification**

**Qualifications**:

- Bachelor's Degree

**Experience**:

- Minimum of 4 years in a similar role in contact center

**Knowledge**:

- Excellent knowledge of banking products and services
- Results driven individual who demonstrates the ability to achieve stretched targets
- Leadership skills needed to develop highly motivated team in fast-moving ‘customer facing’ environment
- Enthusiastic & Self Motivated

**Skills/certifications**:

- Excellent coaching skills
- Ability to work in a dynamic environment
- Strong Planning, time management and Organizational skills
- Good Analytical and Presentation Skills
- Good people management skills
- **Job Family Group**:
Compliance and Control
- **Job Family**:
Business Control
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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