TRAINING MGR-PHONE BKG

Job Title

Training Manager

Business Unit

PhoneBanking (Direct Banking Channel)

Reporting To

Senior Training Manager

Job Function and Role Type

Service, Individual Contributor

Version No

2.0

Job Purpose

Responsible for training all staff on products, processes, and policies to ensure service excellence and adherence to standards. Ensure high-quality knowledge through induction, refresher, and sales training to achieve superior service and productivity.

Key Responsibilities

New Hire Training

Conduct end-to-end training for new hires on products, processes, and systems.

Ensure completion of induction and on-the-job training within defined timelines.

Conduct mock sessions to assess and improve knowledge levels.

Train bank staff on supervisory parameters and foster competition through quizzes.

Refresher Training

Conduct refresher sessions to ensure consistent service quality.

Re-train underperforming agents and address training needs based on feedback.

Align quality standards with internal benchmarks to improve scores.

Prepare and implement innovative training methods and modules.

Sales Training

Conduct product training and mock sessions for cross-sell products.

Coordinate with sales managers for external sales training.

Ensure IRDA certification completion for staff.

Complaints and Objection Handling

Prepare refresher modules based on complaint trends to minimize errors.

Train staff on complaint handling processes and amendments.

Ensure reduction in recurring errors during complaint resolution.

Team Attendance and Scores

Achieve high scores in quizzes and assessments.

Ensure 100% attendance and performance above 90%.

Monitor performance through MIS and provide feedback.

Reporting of Local Data/MIS for Team/Unit

Ensure accurate and timely reporting of team statistics.

Eliminate errors and delays in reporting.

Other Responsibilities

Support administrative activities to maintain discipline and decorum.

Conduct interviews and manage documentation for staff hiring.

Manage user acceptance for system applications and new launches.

Education:

Minimum graduation required.

Certifications:

IRDA certification, Banking Product Knowledge, Sales Training.

Key Competencies

Banking product knowledge, communication, sales skills, planning, awareness of regulations.

Major Stakeholders

Service RMs, Complaints Officers, Team Managers, State Heads.