RPMG: Training, Complaints & Quality - Front End

Job Description

About Retail Portfolio Management Group The RPMG department focuses on the lending business of the bank by offering various loan products like Home Loans, Car Loans, and Personal Loans among others. They also offer working capital loans and Business loans for Small Businesses and is also responsible for the Rural lending business of the bank About the Role The role holder is responsible for training and knowledge development for RPMG staff and call centers. It ensures smooth management of Customer Escalation Management, call quality management for the Collections Call Centers and conducts reviews and audits for process and system improvement used by the team. Key Responsibilities Identify and publish training and development needs Ensure improvement in work efficiencies and streamline processes Arrange classroom based training for employees with focus on developing their product knowledge and processes along with behavioral training solutions and track performance impact Transition of Collection Call Center by ensuring all technical know-how of MIS/ Infrastructure / manpower is in order Review and develop existing processes pertaining to training manuals and quality processes and suggest improvements each quarter along with new initiatives Conduct call calibrations for all centers each month and ensure that the variance achieved is not greater 5 % at all times. Manage the actioning of Escalated complaints from Nodal team, BO team, MD and Senior Management and Achieve a 95% closure of cases within TAT at all times Qualifications Optimal qualification for success on the job is: Graduation/ Post-Graduation from a recognized institute 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.