Capability Development Manager

4 weeks ago


Alwar, India BharatPe Full time

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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