Senior Officer- Business Knowledge

The Senior Officer Business Knowledge position is responsible for managing Sales and Distributions team employees knowledge acquisition which includes planning coordinating identifying developing and delivering training activities/programs to support employee performance development and customer service.

Business Knowledge Officer will be responsible for monitoring and facilitating knowledge acquisition and reporting on the effectiveness of programmes in accomplishing the longterm skills developmental goals/ objectives of the sales & distribution team. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an everchanging environment. The results will reflect in the smoothness of our operations.

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 dropin 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 :

• Bachelors degree in Business Administration Human Resources or any related discipline is required.
• Masters degree in Business Administration Human Resources Business Administration or any related discipline is preferred.
• 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.

Remote Work :

No

Employment Type :

Fulltime