HDFC Sales - Senior Manager - Operations - Contact Centre

Role: Regional Manager

Designation: Manager / Sr Manager - LMS

Function: Contact Center Operations

Roles & Responsibilities

- Conducting training - Product & process - Responsible for TNI product & process wise, and then conduct the training accordingly. This will include content creation too.

- Quality TNI - Do TNI of quality team basis internal & external calibration variance & observations.

- Training & Content Development - Content development of modules including process and product both.

- Defining audit rules - Internal audit rules need to be reviewed timely and changes must be made consulting all the stake holders.

- Managing External auditors - Currently there are 3 different auditors, all their queries must be resolved in a timely manner and be the custodian of the department.

- Follow up with IT on all active projects - A list of active projects to be reviewed and progress tracking to be done on constant review calls with IT team.

- Catalyst - LMS and inter departments coordination - Like the IT team, coordination to be done with other departments as well like HR/ credit/ Training/ MIS / admin & share updates with LMS team.

- Develop LMS Magazine & blog - Design and develop content for LMS magazine & create a blogging space for LMS unit.

- Performing analytical checks for the department - Review business MIS and costing patterns, and keep doing analytical checks with the MIS team to keep the costing under control or to feed senior management if any changes are required in incentive policies.

- Contests moderation - Create, launch & moderate all contests for LMS department, keeps tab on contest spend outs and incremental growth in business.

- RNR's categories/Result/EE - Employee engagement activities for the LMS department including the RNR categories and publishing of monthly results.

- Gamification - Identify a vendor to do this project and follow up till smooth implementation.

- Academy creation - Create an academy for OJT batches and review the activities and monitor smooth hand holding of new joiners.

- OJT books review - Check implementation of OJT books, workbooks. Review and keep updating them based on the changing needs.

- New verticals OJT development - Develop OJT book for Quality/ BSA & collections unit.

- OJT workbook audit - Workbooks need to be reviewed to understand the training quality and TNI to be created accordingly.

- Updation of LMS encyclopedia - LMS encyclopedia needs to be updated for mortgages and new to be created for other verticals.

- JD revisions - All JD's need a revision, updating the existing notes.

- Process notes on LODP/ team huddle/ review mechanism/ TL files need to be updated.

- Script needs a change basis for any new or critical observation, so the same needs to be reviewed and updated for all the verticals of LMS.

- NPE/ PIP moderation - Review and update NPE & PIP process and ensure implementation of the same.

- Automation of appraisal process - Appraisal data and scores to be published monthly, automation to be done for the same.

- Manage all centralized MIS - Work closely with the centralized MIS team and work upon development of business MIS.

- Audit on LODP's - LODPs' / QADP's/ ADP's to be reviewed timely and TNI to be prepared for all hierarchies basis the same.

- Training needs observations - Internal and external training TNI's and post training observations to be shared with senior management.

- Implementation checks - Post training implementation check to be performed via different methods like task audit/ feedback/ worksheets.

- Incentive policy updations - A record keeping of all incentive policies till date and details of changes make in each policy. Sample Incentive testing needs to be performed before any changes.

- SLA & SOP to be created and documented for all verticals and timely check on implementation and revisions to be done with time.

- Productivity & profitability checks - Timely checks to be performed on productivity & profitability growth or degrowth and factors influencing the same.

- COPC certification - elements implementation - COPC self-study to be done via content available online and relevant implementations to be done.

- Data security policy & random audits - Vigilance officers to be made in each office and policies to be defined on data security. Audits to be performed, penalties to be applied.

- Maintain escalation matrix - Inter & intra department - Escalation process to be defined and then the implementation check.

- IJP panel moderation - Ensure all interviews to be done in panel only, review the panel decision and differences of opinion if any.

- Think of new avenue for the department - proposals - Considering current scope of work, new avenues must be explored and presented to senior management.

- Maintain ERM policy updation & implementations - Third party vendors would guide us to maintain and classify this for LMS department, implementation of the same needs to be checked.