Training Manager

2 weeks ago

Ahmedabad, India HDFC Bank Limited Full time

About the Company

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. On April 4, 2022 the merger of India's largest Housing Finance Company, HDFC Limited and the largest private sector bank in India, HDFC Bank was announced. HDFC Ltd, over the last 45 years has developed one of the best product offerings, making it a leader in the housing finance business. HDFC Bank enables seamless delivery of home loans as a part of its wide product suite catering to urban, semi urban and rural India. As of March 31st, 2023, HDFC Bank's extensive network comprised of 7,821 branches and 19,727 ATMs / Cash Deposit & Withdrawal Machines (CDMs) across 3,811 cities / towns. HDFC Ltd.'s distribution network comprising 737 outlets, which include 214 offices of HDFC Sales Private Limited stands amalgamated into the Bank's network. The Bank's international presence includes branches in 4 countries and 3 representative offices in Dubai, London and Singapore offering Home Loan products to Non-Resident Indians and Persons of Indian Origin.

About the Role

We are Hiring for Training Manager - TRAINING MGR-PHONE BKG Ahmedabad

Responsibilities

  • To ensure accurate and error-free Complaint Management for the complaints received at the Call Center for Cards, Banking and Assets as the case may be.
  • To ensure complete and accurate complaint resolution within the defined TATs.
  • To ensure nil repeat complaints post handling of complaints logged.
  • Service Excellence and adherence to Process.
  • Responsible for Training of all the Staff at the Unit on Products, Processes and Policies of the Bank.
  • To ensure high quality of product and process knowledge amongst all staff in the Unit through effective Induction Trainings and Refreshers as per defined timelines.
  • Carry sample checks on the refreshers and trainings to ensure adequate quality of delivery on call.
  • Conducting Sales Product and Pitching sessions at regular intervals to sustain focus at all times.
  • Ensure Best in Class Scores and Attendance across various Tests / Checks conducted externally and Internally.
  • To ensure consistently high quality of calls and transactional Accuracy at the Unit through regular Call Monitoring and Effective Feedback sessions by Self and Quality Executives.
  • To ensure strict adherence to Quality parameters in terms of process and Sample Size.
  • To ensure Meeting of Service Standards and compliance to audit and QIG stipulations and ensuring that the Quality Scores are consistently above benchmarks.
  • To drive a culture of high quality amongst the entire unit.
  • To ensure Best in Class scores in evaluations of quality done by QIG.
  • So That the Channel has well trained Staff that helps achieve higher Service and Productivity standards.

Qualifications

Minimum experience in years – 5yr as core trainer, Exposure to banking preferable

Required Skills

  • Banking Product & Process Knowledge
  • Team Management.
  • Communication.
  • Ability to develop a set of team.
  • Awareness of Banking regulations

Pay range and compensation package

As per industry norms

Equal Opportunity Statement

Include a statement on commitment to diversity and inclusivity.

Interested Candidate may share updated CV on

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