Scope of the Role
The Training Manager must ensure that employees are equipped with the necessary skills and knowledge for meeting their KRA. You will also have the chance to work with a dynamic team and collaborate with various departments to identify training needs and create innovative solutions. This role offers a perfect blend of creativity, leadership, and impact, making it an ideal fit for someone passionate about developing others in a light-hearted and enjoyable environment.
Job Description
- New hire training - Responsible for Training of all new VRM/PB Staff at the Unit on behavioral skills, Products-service & income, Processes- sales & service, sales conversation skills and Policies of the Bank to ensure best in class customer experience & productivity.
2. Mandatory certification - To ensure all new joinees are NISM and IRDA certified within stipulated no. of days.
3. Improvise on quality through re-training - To ensure high quality of product, sales and process knowledge amongst all staff in the Unit through effective refreshers as per defined timelines and standards.
4. Knowledge levels - Ensure Best in Class Scores and Attendance across various Tests / Checks conducted.
5. Written communication - Ensure top class documentation of CRM to leave a trace of past interactions with the customers.
6. Continuous quality monitoring through call listening - To ensure consistent high quality of interactions and customer engagement through calls and transactional Accuracy at the Unit through regular Call Monitoring and Effective Feedback sessions by Self and team supervisors.
7. Compliance adherence - To ensure strict adherence to Quality parameters in terms of relationship building, service delivery and process.
8. Analyse reports, updates, errors percentage, trends across tests, monitoring, audits checks and focus on continuos improvement through training and coaching.
9. To drive a culture of high quality and professional discipline amongst the entire team
Ideal Candidates
We are seeking a dynamic and light-hearted individual to join our team as a Training Manager for our Virtual Banking Department. Candidate should have proven experience working in L&D department of any Virtual BFSI or any Virtual Sales units. Good communication skills, Interpersonal skills, management skills etc. Candidates must be well experienced in training a large group.