Team Member-training-cec-ho

1 week ago

Thane, India Kotak Mahindra Full time

We are looking for a VRM -Product/Process Trainer to coordinate and support our Virtual Relationship Management channel

Main responsibilities include identifying training needs of NHT and existing employees and accordingly scheduling and conducting training programs focusing on Relationship Management (RM) skills.
- Conduct NHT trainings for new joinees on VRM product/process
- Develops training programs aiming at relationship building with new/existing High Net worth Customers
- Design training interventions on effective profiling of customers
- Design quality Sales training programs for VRM processes which Up-skills the CEC staff on Cross sales of bank products and builds penetration for remote banking channels like net/mobile banking
- Design training programs on service orientation to ensure high NPS scores
- Collaborates with the ROCE teams to ensure lower cycle times and best conversion ratios
- Conduct periodic TNA to develop new training programs or modify and improve existing programs.
- Ensure ROI on training is measured and delivered.
- Conduct a suitable intervention during OJT and provide Coaching & Feedback and supervision during this period
- Support OJT period by observing, measuring and monitoring learners as needed.
- Content Development
- Monitor calls on RM skills.
- Provides continuous Coaching & Feedback to enhance agent performance.
- Listen to calls (recorded/side-by-side) on the Production floor
- Develop action plans for the bottom quartile and ensure that they move up the learning
curve by means of Special Coaching
- Plan and Conduct Refresher on predetermined frequencies
- To perform job functions within predetermined KPIs/ performance standards.
- Graduate with 5-7 years of experience in training in process/soft skills/sales focusing on Relationship Management
- Experience in working in relationship management in BFSI preferred.
- Good listening skills and strong communication abilities.
- Good presentation skills

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