Capability Development Manager
4 weeks ago
Functional Expertise
Conduct training sessions across multiple functions and geographical areas
Manage Customer Escalations related to Collections and conduct a proper Root Cause Analysis.
Track closure of Nodal and RBI complaints in coordination with Lending Channel partners.
Monitor and update training programs and training content to ensure that they are effective and up-to-date.
Proactively stays updated with RBI lending and collection guidelines.
Regular Audit of calls and other borrower communications
Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development.
Plan and execute training workshops and projects to monitor and groom poor performing team members /vendors.
Ensure the delivery of formal and informal training via variety of methods include: Classroom, virtual classroom,
webinar, huddle, e-learning coaching.
Frequent monitoring of calls to ensure standard Call Quality.
Monitor and review the calling scripts basis segment and bucket.
Interaction
Collaborates proactively on content and enhancement of learner materials by providing feedback and curriculum development.
Interact with customers to identify other improvement areas in policies and processes
Problem solving
Devise and establish quality procedures, standards and specifications for the Tele collections and field collection
process.
Define SOPs for Vendors and Call Centers for adherence to Quality parameters.
Establish standard quality metrics and implement methods of consistent reporting.
Ensure scientific root cause identification for recurring quality issues.
Ensure minimal to zero escalations by conducting weekly Quality audits for Vendors and call centers.
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Capability Development Specialist
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Alwar, Rajasthan, India BharatPe Full timeJob Title: Capability Development ManagerFunctional ExpertiseAs a key member of our team, you will be responsible for conducting training sessions across multiple functions and geographical areas, ensuring that our employees have the necessary skills and knowledge to excel in their roles.Key Responsibilities:Manage Customer Escalations related to Collections...
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