Auto Finance – Assistant Manager– English – On-site Johannesburg

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We are inviting applications for the role of Auto Finance – Assistant Manager– English – On-site | Johannesburg 
Role Overview
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

Responsibilities
•    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 
•    QBR / MBR / 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

Minimum Qualifications / Skills
•    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

Preferred Qualifications / Skills
•    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

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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