Training Specialist

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Auto Finance – Training Manager 4B – English – On-site | Johannesburg

You will manage the training function for FCA-regulated Auto Finance Redress operations, ensuring agents are fully prepared to deliver compliant service to UK customers across voice and email channels. You will oversee the Trainer team, monitor learning outcomes, and audit and sign off agent certifications based on the client’s framework.

Reports to:

Operations Lead

• Lead the Trainer team, overseeing training content, delivery, and certification of agents
• Ensure all client and Genpact mandatory trainings are done on time and in full
• Root cause analysis on fails / and trends for monthly reports
• Q  / M  / Weekly reports to client
• Ensure all agents are trained and certified according to client requirements, auditing their accreditations before signing off
• Monitor competency levels, track training progress, and ensure alignment with FCA regulations, QA findings, and client standards
• Collaborate with Operations, QA, and Compliance teams to identify learning gaps and implement targeted improvements
• Produce training MI and report on effectiveness, readiness, and compliance
• Support Trainers with coaching, guidance, and development to maintain quality standards
• Ensure training materials and processes are up to date with regulatory and client framework changes
• Implement continuous improvement processes for training delivery and certification

• Either Bachelor’s/BTech/BSc degree in finance, Business, Education, or related field
• Either of the following Training CIPD certification / Train the trainer / FAIS / RE / Trained Coach certification
• Proven experience managing training function in financial services or contact centre operations 5+ years
• Strong understanding of FCA regulations, redress processes, and Treating Customers Fairly (TCF) principles
• Experience auditing and signing off agent accreditations
• Excellent leadership, coaching, and communication skills
• C1-level English proficiency

• Experience in Auto Finance, Redress, Collections, or Banking Operations
• Familiarity with Salesforce CRM, Genesys, MS Office/Excel
• Prior exposure to QA frameworks, MI reporting, and regulatory audits
• Strong project management and stakeholder management skills
• Ability to implement training and certification frameworks at scale

• Attractive salary and benefits such as Medical Aid, Retirement and risk benefits
• Work in a multicultural environment
• Various trainings (technical & soft skills)
• Development opportunities in a growing multinational company

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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In case Genpact does not respond to your application within 30 days, please consider it was not successful for the current recruitment process for this role.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.