Trainer (Banking) - Japanese

• Japanese N1 / English B2-C2
• Excellent fluency and comprehension to support partner-facing voice and/or non-voice services in the language supported; Formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension)
• Written skills: attention to detail and ability to communicate effectively and efficiently in writing
• Listening skills: active listening; able to appreciate the context of the customer or partner's experience
• Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency
• Polished etiquette and delivery: ability to communicate in a structured and effective manner
• Competency working in software applications that utilize English as the primary language
• Fluent English proficiency & comprehension, grammar, and spelling (spoken and written)

• Experience in training delivery, proven facilitation skills both in person and remotely
• Contact Center experience (required)
• Experience with Banking or other BFSI products or programs (preferred)
• Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics

Soft Skills

• Banking industry savvy
• Excellent time management: ability to multi-task while solving issue and effectively communicating with customers or partners
• Take ownership, bias for partner resolution no matter what
• Critical and logical thinking outside the box; applies common sense
• Anticipate partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and top-notch service to the partner
• Demonstrate desire to help and solutions-mindset, investigates and takes action to meet the needs of Citibank, ability to develop effective solutions to difficult partner problems or situations (i.e., consultative skills)
• Adaptable learner: self-driven to learn new applications, technologies, skills and absorb knowledge effectively on the job, open to feedback and flexible to change
• Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis
• Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with partners
• Ability to handle/diffuse difficult partners effectively, set expectations and deliver information in a positive way
• Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations
• Takes responsibility for their actions and is receptive to constructive feedback
• Makes effective decisions within their authority
• Analytical problem-solving skills; linear and logical thinking
• “Walk the talk” leadership style and proven coaching skills
• Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
• Proven team collaboration, both internal and with Citibank
• Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices

• Facilitate a new hire class during pre-process and process training
• Facilitate necessary or required annual upskilling or refreshers with existing resources
• Create and facilitate knowledge tests with existing Specialists and Support group in Operations
• Complete all training requirements based on the program’s specifications
• Coach new hire Specialists on their overall training and nesting performance
• Conduct mock scenarios on all channels available
• Govern the nesting process and complete deliverables on time
• Assess new hire performance during Nesting and mitigate with appropriate actions when necessary
• Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance
• Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum
• Assist in creating and developing training materials when necessary
• Follow all steps of BEST T&D