Job Purpose
To ensure best in class customer and sales experience by ensuring end to end superior service delivery, effective monitoring and supervision and control multiple geographies across states as per business requirement, identify processes gaps, analysing, researching and recommending improvements for current systems and processes thereby ensuring stability of processes and smooth operations. To drive cross selling across ABC products/solutions in the region as per agreed zonal plans and unique client requirements.
Job Context & Major Challenges
•Keeping abreast of regulatory, product, policy and system changes.
•The challenge is to overcome Systems and infrastructure constraints (particularly in small towns) in the smooth processing of pre & post issuance & accounting operations in a high growth and fluid workplace.
•Assess and manage resource allocation in an environment of frequent changes in business rules, regulations and increasing volumes.
•73% of branches are working with single resource – Managing absenteeism and deputation is a key challenge,



especially branches being spread far and wide across the state.
•DSF has a Pan India presence of Sales & distribution team. Considering the fact that the field requires support on the fly, branches have to actively coordinates with the central teams to provide prompt and accurate support.
•Banca & CAB Channels works with Banks, Corporate agents/Brokers respectively. Within CAB each of the channel partner types have different models of business. Understanding this vast array of business models and processes, give regular training to CSEs and monitor their process understanding is a key challenge.
•Managing and delivering on the high expectations of SHNI & HNI customers as well as addressing requests for exceptions to processes.
•Managing expectations during month ends & year ends (fluctuations in volumes). The challenge is to ensure that service standards are met in a consistent manner in spite of spikes in v

📌 Senior Zonal Training Manager-DSF Mumbai Metro (Goregaon)
🏢 Financial services
📍 Goregaon