Job Purpose:

To communicate all new and existing products / services / sales knowledge and processes to DBC Personal Banking Advisors.

Key Result Areas

• To provide profound product and system training to new comers.
• To conduct certification test to all new comers after training.
• To provide new comers with all system access required.
• To provide coaching support for PBAs.
• To manage the overall training structure for the whole unit.
• To provide feedback to unit head on training and coaches process.
• Regular control over product / services / sales knowledge and processes.
• To coordinate with HR and Call Centre Manager in designing and continuously reviewing the recruitment process of the new PBAs.
• To design and / or prepare training / instructional materials, teaching aids and devices.
• To act as a point of contact between call centres and product managers in terms of updating PBAs on new products.
• To update call Centre staff on all promotions and campaigns.
• To assess DBC needs such as staffing, training, security, etc.
• To deliver presentations or training using acceptable methods and techniques.
• To coordinate with Insurance team in running the monthly contest.
• To follow the process of training sessions attended by PBAs and maintain training matrix file accordingly.

Knowledge, Skills And Experience

• University Graduate (preferably with some accounting / banking or math’s component).
• 5+ years experience in call center business.
• Excellent presentation and communication skills.
• Knowledge of the efficient working systems
• Full knowledge of bank’s products, process, and services.
• Familiarity with PC based tracking systems.
• Positive attitude.
• To be able to speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally.