Job Description

Deputy Manager - Process Training - P&C / General Insurance - 4+ Years - Pune (Shift- 4 AM or 6 AM start)
An exciting opportunity for a Process Trainer with strong GI/P&C insurance background and hands-on experience in driving end-to-end process training, stakeholder management, and team leadership in a customer service setup.
Location: Pune (Australia/ New Zealand Shift - 4 or 6 AM start)
Your Future Employer: A leading global organisation known for delivering exceptional customer experience solutions across diverse industries.
Responsibilities: * Leading end-to-end process training, including new hire training, upskilling initiatives, assessments, and certification.

• Managing trainers and ground-level staff while driving OJTs, call simulations, knowledge retention, and BAU training practices.
• Collaborating with operations, quality, WFM, and facility teams to ensure smooth training logistics and process accuracy.
• Driving TNI/TNA activities, recommending process improvements, and launching efficiency projects with cross-functional stakeholders.
• Analysing training metrics, business impact, and data to enhance revenue, improve performance, and maintain compliance & documentation.

Requirements: * Graduate/Postgraduate with 4-5 years of experience in process training for customer service contact centres.

• Strong knowledge of GI or P&C insurance; understanding of BFSI is an added advantage.
• Excellent communication, facilitation skills, analytical ability, and stakeholder management experience.
• Experience managing teams across multiple locations and shifts (Australia/New Zealand shift timings).
• Ability to create SOPs, drive behavioural training programs, and maintain training hygiene and compliance.

What's in it for you?
A leadership role with global exposure, opportunity to drive impactful training initiatives, and the chance to contribute to process excellence and team development.
Reach Us: If you feel this opportunity is well aligned with your career progression plans, please feel free to reach me with your updated profile at vanika.arora@crescendogroup.in for a confidential discussion on the role.
Disclaimer: Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Note: We receive a lot of applications daily, so it becomes difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted if you don't hear back from us within 1 week. Your patience is highly appreciated.
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Keywords: process training, GI insurance, P&C insurance, customer service training, TNI/TNA, team handling, call simulations, trainer management, process improvement, stakeholder management, Pune jobs

Skills Required