Regional Training Manager-Vrm Channel

Role/ Job Title:Regional Training Manager - VRM Channel
Business: Smart Banker
Function/ Department: Retail Liabilities
Place of Work: Thane - Hiranandani - Quantum Building
Roles & Responsibilities:
'- Responsible for quality training, developing knowledge & enhancing capabilities of VRM, also to provide guidance & mentorship to individuals to achieve desired goals

• Ensuring quality customer engagement by VRMs and making continuous effort to improve same by adopting industry best practices. Also responsible to ensure adherence with tele-calling guidelines as per regulatory industry norms.
• Liaisioing with other product leadership teams (on-ground) to be informed on latest product developments and train VRM teams accordingly
• Devising various approaches such as Role Plays, Engagement Scripts and adopting industry best practices to enhance peer learning among VRMs
• Incumbent is Responsible for monitoring calls/engagement quality - sales and processes followed by VRMs in the region
• Collaboration with Learning & Development Team to develop learning modules covering product & behavioral parameters & ensuring VRM adoption of same
• Initiation of recruitment program, to hire industry best talent for the organization
• Manage and reduce attrition rate among VRMs by following industry best practices

Secondary Responsibilities:
'- Incumbent is responsible to ensure that VRMs are well trained - on product & behavioral parameters and follow the processes as laid down within the bank’s audit and compliance framework

• Responsible to ensure VRM Channel is efficient and drive efficiencies from the team. Also, responsible to ensure high motivation level in teams
• Preparation and adoption of robust quality management framework as per the industry best practices

Managerial & Leadership Responsibilities :
'- Lead the IDFC First's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight

• Attract and retain best-in-class talent for VRM's in the zone
• Monitor and achieve key parameters on hiring quality and attrition rates and make necessary improvements
• Share continuous feedback and suggestions with Senior Management to enhance the Channel's performance