Auto Finance Commission Redress – Management Trainee– English – On site Johannesburg

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If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
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We are inviting applications for the role of Auto Finance Commission Redress – Management Trainee– English – On site Johannesburg

Role Overview
You will design, deliver, and evaluate training for FCA-regulated Auto Finance Redress operations. You will ensure agents are fully equipped to deliver compliant, high-quality service to UK customers across voice and email channels operating on Genesys and Salesforce CRM. You will be certified by the client and responsible for training and certifying agents according to the client’s framework.

Responsibilities
•    Participate in client-led training and certification programs to gain full knowledge of processes, FCA compliance standards, and the client’s operational framework
•    Deliver onboarding and ongoing training to agents, including process, compliance, and soft skills training
•    Train and certify agents according to the client’s framework, ensuring standards are consistently applied
•    Develop training materials, guides, and resources aligned with client requirements
•    Evaluate agent performance, provide targeted coaching, and document outcomes
•    Collaborate with QA and Team Leaders to identify learning gaps and implement solutions
•    Maintain accurate training records in Salesforce or LMS for audit and compliance purposes
•    Support training readiness for new processes, campaigns, or regulatory updates

Minimum Qualifications / Skills
•    Either Higher Certficate/Diploma preferably in Finance, Business, Education, or related field
•    Formal training certification (e.g., CIPD, Train-the-Trainer, or equivalent)
•    Experience in training or coaching in contact centre/financial services environments
•    Strong understanding of FCA regulations, redress processes, and Treating Customers Fairly (TCF) principles
•    C1-level English proficiency (spoken and written)
•    Comfortable delivery training and certification to UK-focused agents

Preferred Qualifications / Skills
•    Experience in Auto Finance, Redress, or Collections operations
•    Hands-on experience with Salesforce CRM, Genesys, MS Office/Excel
•    Ability to develop training content for voice and email channels
•    Prior exposure to QA frameworks and performance improvement initiatives
•    Strong presentation, facilitation, and coaching skills

Why join Genpact?
•    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
•    Make an impact – Drive change for global enterprises and solve business challenges that matter
•    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together. 

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 respect and integrity, customer focus, and innovation.  
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