Training Manager (Direct Banking Channel)

Job Purpose

• Responsible for Training of all the Staff at the Unit on Products, Processes and Policies of the Bank to ensure Service Excellence and Adherence to Process.
• To ensure high quality of product and process knowledge amongst all staff in the Unit through effective Induction Trainings and Refreshers as per defined timelines
• Carry sample checks on the refreshers and trainings to ensure adequate quality of delivery on call.
• Conducting Sales Product and Pitching sessions at regular intervals to sustain focus at all times.
• Ensure Best in Class Scores and Attendance across various Tests / Checks conducted externally and internally.

So that

• the Channel has well trained Staff that helps achieve higher Service and Productivity standards

Job Responsibilities(JR)

New Hire Training:

• Carry out defined training of new hires end to end . This would cover Functional training of Product /Process /System Applications and Soft Training and Objection handling
• Ensure completion of Induction training batches for all staff (HDFC Bank / ADFC) as per defined TATs followed by scheduled On Job Training on daily basis
• Conduct Mock Sessions across critical areas to assess Knowledge Level, demonstrate and improve the overall servicing.
• Training of Bank Staff across different desks on the Supervisory Parameters create competition among Bank Staff by way of Quiz/ open challenge questions etc

Refresher Training:

• Conduct Refresher trainings and Reiterations across the teams to ensure consistent, high quality service with multiple team batches basis staff availability across the day
• Re-train under-performing Agents & Agents who do not complete Graduation Certification.
• Further to feed back and call observations identify training needs . Along with the Quality managers prepare training content./modules for local implementation.
• Conduct Refreshers on New /Revamped Processes & Policies / system updates of the Bank on a ongoing basis
• Alignment and calibration of quality standards to QIG and internal MS standards resulting in good quality scores.
• Improving scores in Test & Quizzes of the below average team members.
• Monitor Staff productivity and give guidance on improving the same in conjunction with the UH/SDM.
• Define and carry out innovative training methods . For example prepare a training video on the most challenging queries
• Preparation of Training modules for local implementation.
• Carry out knowledge assessment by way of quiz/local call checks during the day while supporting the floor

Sales Training:

• Conduct Product training and Mock Sessions for cross sell products as designed by the sales team.
• Along with local Sales managers liase with TPP Product managers for conducting external sales trainings.
• IRDA certification which involves completion of documentation followed by id creation and ensuring Staff complete the Insurance modules with local support from Sales manager.

Complaints and Objection handling:

• Basis inputs from the Complaints team on the trends and frequently occurring errors, prepare refresher modules for Floor team on complaints handling.
• In co-ordination with the Complaints Manager/Officer, carry out training of Complaints Desk staff as defined periodicity in order to ensure minimal errors/ repetition of errors.
• Ensure that all staff are adequately trained on the Products of the bank and sales process
• Ensure that all staff are trained on the process to be followed (including amendment with new circulars)
• Ensure reduction in recurring errors during complaint handling.

Team Attendance and scores :

• Achievement of Best in Class Scores for the center in E Process Quizzes / Knowledge Assessment Test
• 100% Attendance and performance of above 90%
• Close monitoring through MIS
• Feedback sessions along with team leaders
• Product and process reiterations

Reporting of local data /MIS for team/unit:

• Accurate and objective reporting of team statistics within specified TAT and format.
• Nil errors and exceptions.
• Nil delays in reporting

Other responsibilities:

• Local Administration - Support administrative related activities to ensure all administrative guidelines are adhered to- overall discipline and decorum of the Center. Eg ID creation, liaise with local ADFC HR for Staff related concerns.
• Conduct local interviews for ADFC Staff hiring . Further completion of End to end documentation formalities for hiring .
• User acceptance management - Creation /Deletion of all system applications for New/existing /attrited Staff
• Carryout UAT user acceptance tests for new IVR /product /process/digital launches for better understanding and further demos and implementation across Staff.

Educational Qualifications

• Min Graduation:

Key Skills

• Banking Product & Process Knowledge
• Communication.
• Ability to develop a set of team.
• Sales and Influencing Skills
• Planning and Organizing Skills
• Awareness of Banking regulations
• Knowledge of Competition

Experience Required

• Minimum experience in years 1-2 yr
• Exposure to banking preferable
• Experience in call center / service industry
• Awareness of Banking regulations

Major Stakeholders

(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

• Service RMs
• Complaints Officers
• Team Manager
• Head Super premium
• State Head