Job Requirements
Role/ Job Title: Training Manager Elite Banker
Function/ Department: Retail Liabilities
Job Purpose
Responsible for quality training, developing knowledge & enhancing capabilities of VRM, also to provide guidance & mentorship to individuals to achieve desired goals.
Roles & Responsibilities
- Responsible for quality training, developing knowledge & enhancing capabilities of VRM, also to provide guidance & mentorship to individuals to achieve desired goals
- Ensuring quality customer engagement by VRMs and making continuous effort to improve same by adopting industry best practices. Also responsible to ensure adherence with tele-calling guidelines as per regulatory industry norms.
- Liaisioing with other product leadership teams (on-ground) to be informed on latest product developments and train VRM teams accordingly
- Devising various approaches such as Role Plays, Engagement Scripts and adopting industry best practices to enhance peer learning among VRMs
- Incumbent is Responsible for monitoring calls/engagement quality - sales and processes followed by VRMs in the region
- Collaboration with Learning & Development Team to develop learning modules covering product & behavioral parameters & ensuring VRM adoption of same
- Initiation of recruitment program, to hire industry best talent for the organization
- Manage and reduce attrition rate among VRMs by following industry best practices.
Secondary Responsibilities
- Incumbent is responsible to ensure that VRMs are well trained - on product & behavioral parameters and follow the processes as laid down within the bank's audit and compliance framework.
- Responsible to ensure VRM Channel is efficient and drive efficiencies from the team. Also, responsible to ensure high motivation level in teams.
- Preparation and adoption of robust quality management framework as per the industry best practices.
Managerial & Leadership Responsibilities
- Lead the IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.
- Attract and retain best-in-class talent for VRM's in the zone.
- Monitor and achieve key parameters on hiring quality and attrition rates and make necessary improvements.
- Share continuous feedback and suggestions with Senior Management to enhance the Channel's performance.
Education & Qualification
Graduation: Any Graduate
Post Graduation: MBA / PGDM
Experience: 5 to 10 years of relevant experience
