Priyanka Immaraju

Currently working as Process Trainer for both Retail and Cards (Universal banking), each batch is approximately a mix 15-20 personal bankers & leadership members, below are my key tasks and responsibilities that I perform in the current role:

• Training Delivery: Conducting training sessions, either in-person or virtually, to teach employees about processes that needs to be followed. This involves learning the process, customer handling, and all tools that will be used. Also training new joiners on operational / KRA parameters of floor like schedule adherence, break management, AHT, NPS, customer satisfaction etc.
• Training Development: Developing training materials, including manuals, presentations, and other resources, that effectively communicate processes, procedures, and best practices to trainees
• Onboarding New Hires: Facilitating onboarding process for new hires by providing them with comprehensive training on relevant processes within the organization. This may involve both individual and group training sessions
• Process Improvement: Identifying areas for process improvement based on feedback from trainees or observations during training sessions. Collaborating with relevant stakeholders to implement changes and updates to improve efficiency and effectiveness
• Quality Assurance: Ensuring that trainees understand and adhere to established processes accurately and consistently. Providing feedback and guidance to individuals who may need additional support or clarification
• Monitoring and Evaluation: Monitoring progress of trainees throughout training process to assess comprehension and retention of information. Evaluating training effectiveness and making adjustments as necessary to improve outcomes
• Documentation: Maintaining accurate records of training sessions, including attendance, performance evaluations, and any updates or revisions to training materials
• Subject Matter Expertise: Staying informed about changes to processes, policies, and industry best practices to ensure that training materials and sessions remain up-to-date and relevant
• Support and Mentoring: Providing ongoing support and mentoring to trainees as they apply their learning to real-world situations on floor. Being available to answer questions and provide guidance as needed
• Collaboration: Collaborating with other departments, such as HR, operations, quality and management, to ensure alignment between training initiatives and organizational goals
• Continuous Learning: Engaging in professional development activities to enhance my own knowledge and skills as a trainer increases, including attending workshops, obtaining certifications, and staying current with industry trends
• Additional activities not limited to BAU:
• Talent SparX – Training IT team of Barclays
• Interventions - focused on CSI, like improving quality scores of peronal bankers on floor by conducting Knowledge Checkers
• PKT Development -Preparing and publishing them on Learning Lab
• Reporting - Generating business focused reporting
• TNI - Generating TNI (training need identifications) and then providing specific training sessions on floor for process advisors / front line team
• Refresher sessions for Team managers Training plans for UK team members
• Escalation Desk training Training content creation
• Quality Monitoring – Listening to calls or monitoring chats and providing feedback to the advisors
• TTT (train the trainer) by grooming new trainers

• Customer Handling: Interactions with customers over phone & chat platforms assisting them related to their banking issues. Account & Portfolio management of customer. Enabled to handle all possible skillsets to handle complex situations and customer’s too based on the performance and the tenure
• Alongside BAU activities was taking ownerhsip for additional activities related to report preparation, capturing team performance, team co-ordination etc. Contribute in coaching the new team members of the team on process and customer handling skills

• HSBC (Nov’13 till Sep’16, 2 years 10 months): As a customer support executive perform Risk Assessment to prevent any fraudulent activities with both Business/Commercial and Retail customers
• Tech M (Jan’12 till Sep’13, 1 year 8 months): Provide technical product & networking support to US customers of Verizon ISP