[New Job Vacancy] job in ANZ Banking Group, (Bengaluru, Karnataka) – Jobs in Bengaluru, Karnataka

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Job Opening details:-
Company Name :-
ANZ Banking Group
Position Name :-

Company Location :-
Bengaluru, Karnataka
Job Category :
 General jobs

Full Job Description :-
Job Advertising Instructions
This role is required to work physically from a designated ANZ office. As per the Government of Karnataka notification number RD 158 TNR 2020 (3) dated 5th January 2022, receiving both doses of an approved COVID-19 vaccination is a mandatory condition for employees to work from a designated workplace. The successful candidate will be required to evidence their vaccination status, in order to be appointed to the role.
About the role
About The Role
Role Location: Bengaluru
Role Type: Permanent, Full-time
Support the development and implementation of Communication skills and practices including Voice and written skills. Effectively deliver communication and customer service skills through training and coaching for new-hire and BAU staff. Help support various functions as Communication SME promoting awareness about customer handling skills. The role will also be responsible for leading the team that handles all communication and customer service skills training and coaching activities for CSO.
Establish the Coaching frameworks in the respective businesses.
Train staff on communication and customer service skills.
Coach staff to continually improve communication and customer service skills.
Train assessors on assessing candidates at the hiring stage.
Supervise the team in managing all relevant assessments, training and coaching that targets development of communication and customer service skills.
What will your day look like
Your key priorities
Ensure call monitoring and coaching and training is tracked effectively
Ensure coaching/training is delivered efficiently and is linked to business priorities
Ensure coaching/training is completed within timelines and cost parameters
Coordinate, execute and coach/train staff on communication and customer service skills
Deliver coaching/training in an effective and engaging manner
Collect feedback and improve process as per feedback
Support awareness of Voice and Writing skills opportunities to staff across Australia Operations, Bengaluru
Encourage a culture of empowerment and accountability, where staff take responsibility for customer centricity and quality customer call interaction
Design and create voice and writing skills training module customized to ANZ/Business environment and learning framework
Coordinate and deliver training/coaching
Responsibilities
Identify new opportunities for voice and writing skills coaching and training
Support BAU for voice and writing skills related activities
Participate as an expert in all relevant calibrations with stakeholders
Design and improve voice coaching plan for Australia Operations, Bengaluru
Lead the team of trainers and coaches to deliver to customer expectations
Promote voice and written awareness and acceptance among key senior stakeholders across geographies
Promote engagement and support a positive culture across the business
Support voice and written certifications and training for staff
Alignment and adherence with ANZ policies, processes and standards
What will you bring?
We know not everyone will bring all of the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don’t worry if you don’t have all of these as learning on the job is the way we work.
But back to some of the skills –
Customer coaching mindset
Leadership experience
Role models a strong customer focus, preferably with retail experience
Enjoys working in a collaborative team environment
Ability to multi-task, highly adaptable to change and ambiguity
Proactive, shows initiative and keen to try new things i.e. new technologies
About you
To grow and be successful in this role, you will ideally bring the following:
Any Graduate with excellent communication skill with minimum of 8-10 years of total experience and around of 5-7 years of experience in training and/or coaching
Strong Voice & accent training experience
Strong communicating, Mentoring / Coaching skills
Delivers effective training to improve competency
Exposure to leadership/developmental training would be an added advantage based manner
Banking Knowledge will be an added advantage.
Job Posting End Date
10/04/2022, 11.59pm, (Melbourne Australia)

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