Conducting needs assessments/instructional analysis to ensure conformity with mission.
Assigning training objectives to employees and developing training plans as needed.
Identifying individual and team skills gaps
Leading monthly quality calibration sessions with Supervisors and Quality Control.
Measuring and reporting effectiveness of training by administering tests and evaluations.
Developing training programs for USA-based clients
Learning Management System implementation and Performing all UATs.
Digital learning courses designing and development with built-in assessments.
Successfully conducted TNAs of over 500 staff across Pakistan and US
Drive Training & Development Strategy
Create the Training & Development plan for all business functions
Effectively deploying a judicious blend of learning modes to address capability gaps
Working with business leaders and managers to identify training needs and trends within the business
Designing, both in-house and with expert third parties, a solution which includes a blended approach to learning such as coaching, classroom training, One-on-One sessions, action learning
Management of the training budget
Maintaining and/or enhancing the Training & Development infrastructure
Designing, developing, coordinating, implementing and delivering and evaluating training programs that support organization objectives and are aligned with the organization’s business plan
Training and coaching managers, supervisors and others involved in employee development efforts
MCB Bank Wealth Management Dept Product Trainings
Facilitation and Delivery of Anti-Money Laundering and Counter Terrorist Financing Trainings
Call Centre and Customer Service Training programs development and delivery
Design training courses and programs necessary to meet training needs, Or manage training activities via external providers
Ensure all training activities and materials meet with relevant organizational and statutory policies, Including health and safety, employment and equality laws
Maintain and update record of training and learning in the Company
Calendarization of Training Programs
Coordinate with HODs to monitor on-the –job training activities
Develop and manage quality assurance programs for Sales and Service team
Develop and maintain teaching aids, such as tutorials, assessments, user guides, help files and other supporting and training material
Managing, Execution and implementation of learning and development across the Contact Centres Customer Care units, Branch service and where required in Other SCB functions as well
Learning Road-Maps designing for Client Centre and Client Relationship Function
Design, Execute and implement training for all SCB Voice and Virtual Channels including Visually Impaired Staff
Facilitation of Right Start Live (Induction Program), core regulatory and Anti-Money laundering programs for all new joiners to the bank and existing staff
Engaging with stakeholders to retain worthy resources and controlling attrition rate
Successfully managed and launched K-ONE portal, centralized knowledge portal for client services, product and Complaint resolution units
Managing and supervising mandatory eLearning courses for all the staff in Bank
Managing staff learning data in Learning Management System (SABA)
Serving High Net Worth customers with highly superior service standards
Providing First Call Resolution to Priority Customers
To assist Priority Team Leader in day to day management of the unit and ensure superior service for Priority Customer
Additionally along with BAU, Delivery of all Contact Centre related and applicable technical training programs to new joiners
- Program Management
- Technical Trainings
- Training Strategy Development
- PowerPoint & GoogleSlides
- Marital Status*******