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)

Current 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.

Educational Qualifications

- Min Graduation:

Key Skills

- Banking Product &
- Process Knowledge

- Communication.

- Ability to develop a set of team.

- Sales and Influencing Skills

- Planning and Organizing Skills

- Awareness of Banking regulations

- Knowledge of Competition

Experience Required

- Minimum experience in years 1-2 yr

- Exposure to banking preferable

- Experience in call center / service industry

- Awareness of Banking regulations

Major Stakeholders

(intra team and cross functional stakeholders, who would need to be interacted with for discharging duties)

- Service RMs

- Complaints Officers

- Team Manager

- Head Super premium

- State Head

📌 Training Manager (Direct Banking Channel) (Mumbai)
🏢 HDFC Bank
📍 Mumbai