Communication Coach

Location

Secunderabad | India

Job description

1. Core Responsibilities

· Review the communication competency for voice teams and support staff – Grade J,J+ and H & build a communication competency framework to support Grades listed above

· Identify communication gaps, work with managers to develop and implement appropriate training plans to improve staff performance.

· by creating annual training/coaching calendars for the group and individual operating units

· Review output of non-critical/customer outcome errors due business communications/telephone etiquettes (also covering errors on regulatory comms & complaints received due to communication failure)

· Identify trend and schedule complete communication refreshers accordingly – Complete refreshers and measure effective ROI -

regularly coach associates on communication – Report out progress and findings.

· Live call monitoring– Coach associates with better usage of telephone etiquettes, live feedback (reflect on what could have been better)

· Regulatory reviews In conjunction with UK/India PD team– Coach/train associates on telephone and customer service skills needed to handle Regulatory requirement (Identifying Customer Vulnerability, Deceased customer & Customer Verification process ) , handling questionable situation - coach associates around need to be assertive when needed

· Complaints handling – Coach staff on how to positively handle criticism about the company, process etc. – Linking into communication needed during resolution handling - (Work with Customer relations team on reports & reducing upheld complaints)

· Report back progress and findings through monthly reports to People Development Business Leads, Managers and Executives

· Lead and manage communication calibration between People Dev, Senior Op's & Quality

· Get up-skilled on basic UK Banking regulatory pillars - More emphasis on understanding the Vulnerable Customer, Deceased Customer process, verification process & withdrawals (review calls and case studies)

· Review existing repositories for all existing business communications, soft skills & regulation related training material – Recommend suggest ways to tweak program according to industry standards.

· Training Return on Investment (ROI) - Design and deliver training per framework approach with appropriate TNA's, ROI and Design Strategy in place and up to the highest standard.

· Review feedback documented by Level 1 & Level 2 Quality Assurant – Provide feedback around nuances of documenting observations and providing structured feedback (verbal and written) - Report back findings and recommend any training interventions needed for QA's

Experience Requirements

· Graduate preferably in English Literature, Psychology or similar will be preferred.

· Experience in UK Banking sector preferred - Well versed in UK culture and experience in coaching staff supporting UK staff

· 3-4 years of experience within a learning and development function

· 3-4 years of experience designing content for communication skills training classes

· 3-4 years of experience as a communication training facilitator

Knowledge Requirements

· Voice & communication coaching certification preferred.

· Train the Trainer certification preferred.

· Willing to learn UK Mortgage, Savings and Regulatory aspects of the job

· Visual Design Skills – Detailed will be preferred.

· Microsoft Word, MS Office - Word and PowerPoint - Detailed

· Microsoft Excel – Basic Level

· Learning Methodologies and Blended Learning design – Detailed

· Communication Skills – Verbal and Written – Specialist

Job tags

Salary