Manager - Training - Collection

Responsibilities:

- Design and develop engaging and effective training programs for new and existing collections agents, focusing on US collections practices.

- Deliver training sessions using various methods, including classroom instruction, role-playing, and online modules.

- Create and maintain training materials, including manuals, presentations, and assessments.

- Monitor and analyze collections agent performance metrics, identifying areas for improvement.

- Provide ongoing coaching and feedback to agents to enhance their skills and performance.

- Conduct regular performance evaluations and implement performance improvement plans.

- Identify and recommend improvements to collections processes and training programs.

- Stay up-to-date on industry best practices and regulatory changes related to US collections.

- Collaborate with operations and quality assurance teams to ensure training aligns with business needs.

- Prepare and present reports on training effectiveness and agent performance.

- Analyze data to identify trends and areas for improvement.

- Track and report on training attendance and completion rates.

- Ensure all training and collections activities adhere to US regulatory requirements and company policies.

- Maintain quality standards within the collections process.

Qualifications:

Essential:

- Must have significant Training Manager experience in US Process .

- Strong understanding of US collections regulations and best practices.

- Proven ability to design and deliver effective training programs.

- Excellent communication and interpersonal skills.

- Strong analytical and problem-solving skills.

- Proficiency in MS Office Suite.

- Master's/Bachelor's degree