Senior Officer- Business Knowledge

Job Description

Core Responsibilities:

• Create, implement, and maintain Business Knowledge calendar.
• Conduct new hire orientation.
• Identify Training gaps through constant staff interaction, review of channel performance and other support tools.
• Conduct and coordinate training classes for new hire Tellers, Customer Service Officers, Business Development Officers, Direct Sales Agent, and other positions as needed.
• Create training programs and partner with subject matter experts (internal & external) as needed.
• Partner with subject matter experts and managers to help identify training needs and develop effective and engaging training material, content, and programs.
• Instrumental Designing of training materials and developing visually engaging training content in line with agreed Sales and Distribution and FAB brand guidelines
• Continuously recommend new training approaches, techniques, and programmes
• Create training agendas and coordinate for scheduling trainings venue, invite list, F&B, Attendance management, follow ups etc. accordingly.
• Maintain training attendance and feedback report and increase overall satisfaction of trainings.
• Increase engagement and attendance.
• Build well established business partnerships with the various business units.
• Ensure that all staff, new and existing, within the department and external to, are trained on product, policy, proposition, system etc.
• Conduct Refresher Trainings
• Schedule for workshops and drop-in clinics as and when required.
• Create virtual questionnaires to test staff knowledge.
• Conduct site /floor and branch visits to increase engagement of digital journeys.
• Bringing Campaign live - Refreshers scheduled to keep campaigns live.
• Provide staff with knowledge support and guidance via emails, call, MS Teams.
• Prepare and share monthly Business Knowledge MIS.

Other duties may be assigned.

Qualifications

Threshold Qualifications

• Bachelor's degree in Business Administration, Human Resources or any related discipline, is required.
• Master's degree in Business Administration, Human Resources, Business Administration or any related discipline is preferred.

Years & Nature of Experience

• Minimum of 2 years of experience in customer service, Banking Environment
• Excellent written, verbal, analytical and communication skills
• Proficiency in MS Office
• Focus on quality and customer service
• Must be able to effectively deal with people at all levels.