Training MGR-PHONE BKG

Role & responsibilities

Responsible for Training of all the Staff at the Unit on Products, Processes and Policies of the Bank to ensure Service Excellence and Adherence to Process. •

To ensure high quality of product and process knowledge amongst all staff in the Unit through effective Induction Trainings and Refreshers as per defined timelines •

Carry sample checks on the refreshers and trainings to ensure adequate quality of delivery on call. •

Conducting Sales Product and Pitching sessions at regular intervals to sustain focus at all times. • Ensure Best in Class Scores and Attendance across various Tests / Checks conducted externally and internally. So that •

the Channel has well trained Staff that helps achieve higher Service and Productivity standards

New Hire Training:

• Carry out defined training of new hires end to end . This would cover Functional training of Product /Process /System Applications and Soft Training and Objection handling • Ensure completion of Induction training batches for all staff (HDFC Bank / ADFC) as per defined TATs followed by scheduled On Job Training on daily basis • Conduct Mock Sessions across critical areas to assess Knowledge Level, demonstrate and improve the overall servicing. • Training of Bank Staff across different desks on the Supervisory Parameters create competition among Bank Staff by way of Quiz/ open challenge questions

etc •

Refresher Training:

• Conduct Refresher trainings and Reiterations across the teams to ensure consistent, high quality service with multiple team batches basis staff availability across the day • Re-train under-performing Agents & Agents who do not complete Graduation Certification. • Further to feed back and call observations identify training needs . Along with the Quality managers prepare training content./modules for local implementation. • Conduct Refreshers on New /Revamped Processes & Policies / system updates of the Bank on a ongoing basis • Alignment and calibration of quality standards to QIG and internal MS standards resulting in good quality scores. • Improving scores in Test & Quizzes of the below average team members. • Monitor Staff productivity and give guidance on improving the same in conjunction with the UH/SDM. • Define and carry out innovative training methods . For example prepare a training video on the most challenging queries • Preparation of Training modules for local implementation. • Carry out knowledge assessment by way of quiz/local call checks during the day while supporting the floor

Sales Training:

• Conduct Product training and Mock Sessions for cross sell products as designed by the sales team. • Along with local Sales managers liase with TPP Product managers for conducting external sales trainings. • IRDA certification which involves completion of documentation followed by id creation and ensuring Staff complete the Insurance modules with local support from Sales manager.

Complaints and Objection

handling:

• Basis inputs from the Complaints team on the trends and frequently occurring errors, prepare refresher modules for Floor team on complaints handling.
• In co-ordination with the Complaints Manager/Officer, carry out training of Complaints Desk staff as defined periodicity in order to ensure minimal errors/ repetition of errors. • Ensure that all staff are adequately trained on the Products of the bank and sales process • Ensure that all staff are trained on the process to be followed (including amendment with new circulars) • Ensure reduction in recurring errors during complaint handling.

Team Attendance and scores :

• Achievement of Best in Class Scores for the center in E Process Quizzes / Knowledge Assessment Test • 100% Attendance and performance of above 90% • Close monitoring through MIS • Feedback sessions along with team leaders • Product and process reiterations

Reporting of local data /MIS for

team/unit:

• Accurate and objective reporting of team statistics within specified TAT and format. • Nil errors and exceptions. • Nil delays in reporting

Other responsibilities:

• Local Administration - Support administrative related activities to ensure all administrative guidelines are adhered to- overall discipline and decorum of the Center. Eg ID creation, liaise with local ADFC HR for Staff related concerns. • Conduct local interviews for ADFC Staff hiring . Further completion of End to end documentation formalities for hiring . • User acceptance management - Creation /Deletion of all system applications for New/existing /attrited Staff • Carryout UAT user acceptance tests for new IVR /product /process/digital launches for better understanding and further demos and implementation across Staff.
• Conduct Product training and Mock Sessions for cross sell products as designed by the sales team. • Along with local Sales managers liase with TPP Product managers for conducting external sales trainings. • IRDA certification which involves completion of documentation followed by id creation and ensuring Staff complete the Insurance modules with local support from Sales manager.