Trainer-retail Liabilities

6 months ago

Mumbai, India IDFC FIRST Bank Full time

**Role/ Job Title**: Trainer-Retail Liabilities

**Business**: Retail Banking

**Function/ Department**: Retail Liabilities

**Place of Work**: Mumbai

**Job Purpose**:
Our liabilities business is presently one of the fastest growing in the industry both in terms of customers and size of the book, coming on the back of superior product proposition and industry leading digital capabilities.

In next few years, we want to grow the liabilities book by at least 4-5x. In line with overall strategy of the bank, we will build and scale up truly transformational digital, analytics and organizational capabilities which will enable us to acquire high quality customer base and then build deep banking relationship with them to drive this growth.

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.
- Liaison 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.

Key Success Metrics
:
Quality of Engagements, Product Knowledge, Behavioral Training, Qualitative Recruitment, Attrition Control, Employee Efficiency & Motivation.

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