TRAINING MGR|PHONE BKG
New Hire Training: Carry out defined training of new hires end to end .
This would cover Functional training of Product /Process /System Applications and Soft Training and Objection handling Ensure completion of Induction training batches for all staff (HDFC Bank / ADFC) as per defined TATs followed by scheduled On Job Training on daily basis Conduct Mock Sessions across critical areas to assess Knowledge Level, demonstrate and improve the overall servicing.
Training of Bank Staff across different desks on the Supervisory Parameters create competition among Bank Staff by way of Quiz/ open challenge questions etc Refresher Training: Conduct Refresher trainings and Reiterations across the teams to ensure consistent, high quality service with multiple team batches basis staff availability across the day Re-train under-performing Agents Agents who do not complete Graduation Certification.
Further to feed back and call observations identify training needs .
Along with the Quality managers prepare training content.
/modules for local implementation.
Conduct Refreshers on New /Revamped Processes Policies / system updates of the Bank on a ongoing basis Alignment and calibration of quality standards to QIG and internal MS standards resulting in good quality scores.
Improving scores in Test Quizzes of the below average team members.
Monitor Staff productivity and give guidance on improving the same in conjunction with the UH/SDM.
Define and carry out innovative training methods .
For example prepare a training video on the most challenging queries Preparation of Training modules for local implementation.
Carry out knowledge assessment by way of quiz/local call checks during the day while supporting the floor Sales Training: Conduct Product training and Mock Sessions for cross sell products as designed by the sales team.
Along with local Sales managers liase with TPP Product managers for conducting external sales trainings.
IRDA certification which involves completion of documentation followed by id creation and ensuring Staff complete the Insurance modules with local support from Sales manager.
Complaints and Objection handling: Basis inputs from the Complaints team on the trends and frequently occurring errors, prepare refresher modules for Floor team on complaints handling.
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This would cover Functional training of Product /Process /System Applications and Soft Training and Objection handling Ensure completion of Induction training batches for all staff (HDFC Bank / ADFC) as per defined TATs followed by scheduled On Job Training on daily basis Conduct Mock Sessions across critical areas to assess Knowledge Level, demonstrate and improve the overall servicing.
Training of Bank Staff across different desks on the Supervisory Parameters create competition among Bank Staff by way of Quiz/ open challenge questions etc Refresher Training: Conduct Refresher trainings and Reiterations across the teams to ensure consistent, high quality service with multiple team batches basis staff availability across the day Re-train under-performing Agents Agents who do not complete Graduation Certification.
Further to feed back and call observations identify training needs .
Along with the Quality managers prepare training content.
/modules for local implementation.
Conduct Refreshers on New /Revamped Processes Policies / system updates of the Bank on a ongoing basis Alignment and calibration of quality standards to QIG and internal MS standards resulting in good quality scores.
Improving scores in Test Quizzes of the below average team members.
Monitor Staff productivity and give guidance on improving the same in conjunction with the UH/SDM.
Define and carry out innovative training methods .
For example prepare a training video on the most challenging queries Preparation of Training modules for local implementation.
Carry out knowledge assessment by way of quiz/local call checks during the day while supporting the floor Sales Training: Conduct Product training and Mock Sessions for cross sell products as designed by the sales team.
Along with local Sales managers liase with TPP Product managers for conducting external sales trainings.
IRDA certification which involves completion of documentation followed by id creation and ensuring Staff complete the Insurance modules with local support from Sales manager.
Complaints and Objection handling: Basis inputs from the Complaints team on the trends and frequently occurring errors, prepare refresher modules for Floor team on complaints handling.