RPMG: Training, Complaints & Quality - Front End

RPMG: Training Quality SPOC
INTERNAL USAGE:
1Reports to:Head - Process governance, training and Complaints mgmt.
YTeam Size:2

SM/AVP
Retail BankingDepartment: Retail Portfolio Management GroupSub-Department:P&G
Mumbai
About Retail Portfolio Management Group

The Retail Portfolio Management Group (RPMG) plays a strategic role in managing the bank's retail receivables, with a sharp focus on loss containment, cost efficiency, and portfolio sustainability. Through advanced analytics, technology-driven processes, and close collaboration with Credit, Risk, and Product teams, RPMG ensures risk-calibrated policy execution.

RPMG engages delinquent customers with multiple repayment solutions and financial counseling, promoting responsible credit behavior and long-term financial health. This approach aligns with the bank's overarching Growth, Profitability, and Sustainability (GPS) strategy, positioning RPMG as a key contributor to operational resilience and financial performance.

About the Role

The Incumbent is responsible for training and knowledge development for RPMG staff, agencies and call centers.
The Individual serves as the central coordination point for all training initiatives within the RPMG department.
Bridge communication between training, operations, compliance, and HR teams to ensure effective execution of the training agenda.

Key Responsibilities

.Organize, schedule, and facilitate training programs for collections staff (agents, team leaders, managers) and training needs of 3rd party staff.
.Identify and analyse training needs based on performance metrics, compliance requirements, and business objectives.
.Oversee timely completion and accurate documentation of all required training modules, regulatory programs, and process audits.
.Collect, summarize, and communicate feedback from participants and operational stakeholders to refine future training.
.Support induction, upskilling, process change, and compliance training cycles.
Stakeholder Communication & Coordination
.Ensuring Knowledge series / byte sized learning capsules carried out on daily basis.
.Liaison with department heads, quality teams, and external trainers/vendors for seamless training delivery.
.Act as the primary point of contact for any training-related queries, escalations, or process clarifications.
.Collaborate with audit, HR, and compliance teams for report preparation and audits.
.Coordinate and execute leadership townhalls on live screen and in-person townhalls.
Training Content & Process Management
.Develop, review, and update training materials, SOPs, and job aids to reflect latest practices and regulatory guidelines.
.Work with stakeholders to develop and relevant ACP (Axis Competency profiler)
.Adoption to OLL by RPMG team members (open learning lab)
.Leverage Learning Management Systems (LMS), reporting dashboards, and technology tools to monitor progress and performance.
Key Measurement Metrics
.Training Attendance Rate: % of employees completing assigned training modules on time.
.Training Effectiveness Scores: Average post-training evaluation/feedback ratings from participants.
.Compliance Adherence: % completion of mandatory and regulatory trainings, and audit findings related to training documentation.
.Reduction in Errors/Process Deviations: Improved collections accuracy or reduction in compliance infractions post-training.
.Time to Proficiency: Duration taken for new hires/staff to reach key performance levels after induction or refresher programs.
.Stakeholder Satisfaction: Scores/feedback from line managers and department heads regarding training support and SPOC responsiveness.
.Training Cycle Time: Average time taken from need identification to completion of scheduled training activities.
Qualifications

Optimal qualification for success on the job is:
.Graduation/ post-graduation from a recognized institute with 5-6 years of training and learning exposure

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

.Good communication (both verbal and written) skill in both English and the local language.
.Ability to manage multiple stakeholders.
.Sound knowledge of collections operations and regulations.
.Strong organization, communication, and stakeholder management skills.
.Proficiency in data/ excel/ PPT, LMS, CRM tools, and data/reporting platforms
.High diligence, documentation, and feedback analysis