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 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 Current /Revamped Processes & Policies / system updates of the Bank on a ongoing basis
Alignment and calibration of

📌 Training Manager Mumbai
🏢 HDFC Bank
📍 Mumbai