Training Manager | Elite Banker

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