Manager - Training - Bank

Manager - Training - Bank

Responsibilities:

- Incumbent will be responsible for delivering quality training, mentoring and guidance to our Virtual Relationship Managers (VRMs), who engage with our customers through tele-calling.

- Incumbent will also collaborate with other product teams and the learning & development team to ensure that our VRMs are updated on the latest product developments and learning modules.

- Incumbent will also help us attract and retain the best talent for our VRM team. 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.

- Liaison 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

- Collaboration with talent acquisition team to hire industry best talent for the organization

- Manage and reduce attrition rate among VRMs by following industry best practices