Job Purpose
- 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

Job Responsibilities(JR)

New Hire Training:
- Carry out defined training of recent 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

📌 Training Manager (Mumbai)
🏢 HDFC Bank
📍 Mumbai