Job Title

Manager - Virtual Relationship Management (VRM)

Business Unit

Training & Quality

Reporting To

Unit Head

Job Function and Role Type

Training and Quality Management - Corporate Sales

Version No

[Not provided]

Job Purpose

Train and develop VRM staff to ensure high-quality customer engagement, sales, and service delivery. Drive performance improvement through innovative training methods and continuous quality monitoring.

Key Responsibilities

Recent Hire Training

Complete induction and on-the-job training for VRM staff.

Conduct mock sessions to assess knowledge levels.

Ensure RM certification within 30 days and NISM/IRDA certification within 60 days.

Refresher Training

Conduct daily huddles and weekly refresher sessions.

Re-train underperforming VRMs in service and sales.

Improve test scores of below-average team members.

Call Monitoring and Feedback

Monitor calls to ensure high-quality pitches and relationship building.

Provide documented feedback and conduct mock calls for improvement.

Hold weekly meetings with team leaders to address training needs.

Quality Standards and Calibration

Align quality standards for VRM and PB staff.

Measure service delivery gaps and recommend improvements.

Achieve benchmark scores for interaction quality.

Knowledge Management

Maintain up-to-date knowledge of products and processes.

Ensure timely completion of chapter readings on E Process.

Staff Motivation

Recognize achievers in sales and service to boost morale.

Update topper boards and encourage performance through best practices.

Analytics and Reporting





Analyze call observations and CRM audits for quality improvement.

Identify top erroring VRMs and address gaps in performance.

Monitor short call patterns and analyze spikes in contact activity.

Education:

Graduate degree in any discipline.

Certifications:

NISM, IRDA, AMFI.

Key Competencies

Training delivery, quality monitoring, relationship management, analytical skills, team motivation.

Major Stakeholders

VRMs, supervisors, unit heads, regional training teams, product teams, IT teams.

About HDFC Bank

HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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📌 Training & Quality Mgr-VRM (India)
🏢 HDFC Bank
📍 India