Learning and Development Manager

Job Requirements

Job Title : Soft Skills Trainer

Industry : Banking / Financial Services

Job Summary :

We are looking for a dynamic Soft Skills Trainer to enhance the communication, behavioural, and customer service capabilities of our workforce. The ideal candidate will be responsible for conducting behavioural training, voice and accent coaching, written communication skills development, and customer service excellence tailored to the Banking sectors. The trainer should have expertise in customer interaction management, handling escalations, and ensuring a superior customer experience. Additionally, the trainer will play a key role in driving a positive workplace culture through engagement initiatives and team-building activities.

Key Responsibilities :

Training & Development

• Conduct training programs on soft skills, business communication, customer service etiquette, and interpersonal skills.
• Develop and deliver behavioural training modules to improve employee professionalism, adaptability, teamwork, and problem-solving.
• Train employees on voice and accent modulation, neutralization, pronunciation, clarity, and fluency.
• Provide written communication training, covering email etiquette, professional correspondence, and error-free documentation.
• Design and execute training for handling difficult customers, objections, and escalations effectively.
• Develop and facilitate role-plays, case studies, and real-time call coaching sessions.
• Train employees on active listening, empathy, and rapport-building techniques to enhance customer interactions.
• Identify and address skill gaps through continuous assessment and feedback.
• Implement customer service training programs focused on enhancing customer satisfaction (CSAT), first call resolution (FCR), and net promoter score (NPS).
• Ensure employees master service recovery techniques, handling complaints, and delivering a positive customer experience.
• Promote cultural awareness and diversity training to create an inclusive work environment.

Driving Workplace Culture & Engagement

Program Management & Execution

Performance Monitoring & Reporting

Key Qualifications & Skills :