Product & Business Trainer - Omnichannel

Keka Technologies Private Limited; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Raise Financial Services in Mumbai (Goregaon West) seeks an experienced leader to head Quality, Training, Process Excellence and Customer Experience for its B2B and omni-channel businesses.

You will design and drive training programs, establish KPIs (CSAT/NPS), conduct audits, manage a team, collaborate with Product, Technology and Operations, and push continuous improvement with a focus on BFSI/Fintech services.

Qualifications

• Graduate/postgraduate with relevant managerial/finance education.
• Minimum 5–10+ years in Quality, Customer Experience, Operations, Training or Process Excellence.
• Experience in BFSI, Broking, Fintech or Financial Services preferred.

Responsibilities

• Lead Training & Capability Development programs, onboarding and refresher courses.
• Develop structured B2B and partner enablement programs and monitor interactions.
• Drive Quality & Customer Excellence through audits, CSAT/NPS metrics, and RCA with CAPA.
• Manage and mentor the Quality/Training team; set KPIs and provide coaching.

Skills

Quality Management

Customer Experience

Training

Process Improvement

Operations

Education

Graduate/Postgraduate in Management/Finance/Commerce

Tools

MS Excel

PowerPoint

CRM systems

Reporting tools

Job description

5-10 years

Full-Time

Role Summary:

Raise is built on this core philosophy - we will bring exceptionally great products, awesome user

experience and best in class customer service to our users. We have started with our first step by

launching an Investment & Trading platform – Dhan (www.dhan.co) in November 2021.

Today, Dhan stands among India's Top 10 stock brokers and continues to be one of the fastestgrowing

platforms in the industry. Backed by a passionate team of builders, believers, designers, and

problem-solvers, Raise is creating a trusted ecosystem of financial products that empower millions of

users to make smarter financial decisions. We are driven by innovation, customer obsession, and a

relentless focus on crafting experiences that users love.

We are looking for an experienced professional to lead Quality, Training, Process Excellence and

Customer Experience for our B2B and Omni-Channel Business at Raise Financial Services.

The role will focus on strengthening service quality across customer and partner touchpoints, driving

process excellence, identifying improvement opportunities, developing capability-building programs

and ensuring a consistent, high-quality experience across the business.

The ideal candidate should have strong experience in Quality Management, Customer Excellence,

Training, Process Improvement and Operations, preferably within BFSI, Broking, Fintech or Financial

Services.

Expected Responsibilities:

Training & Capability Development

• Identify training needs based on quality, performance and business requirements.
• Design and conduct product, process, customer service and communication training programs.
• Manage onboarding and refresher training for internal teams and business partners.
• Develop training content, knowledge guides, process documents and learning material.
• Measure training effectiveness through quality, productivity and business outcomes.
• Partner with business teams to continuously improve product and process knowledge.

B2B & Partner Enablement

• Work closely with B2B teams and business partners to identify capability and service gaps.
• Develop structured partner enablement and training programs.
• Monitor partner interactions and identify opportunities to improve service quality.
• Establish feedback mechanisms to capture partner and customer insights.
• Support business teams in improving partner engagement, productivity and service standards.

Quality & Customer Excellence

• Drive quality monitoring across B2B, partner and customer-facing touchpoints.
• Define and track quality metrics, CSAT/NPS and other customer experience parameters.
• Conduct regular audits, transaction monitoring and quality assessments.
• Identify service gaps, recurring issues and areas impacting customer/partner experience.
• Conduct RCA on complaints, escalations and process deviations and drive CAPA.
• Share actionable insights and performance trends with business stakeholders. Process
• Identify process gaps and opportunities to improve operational efficiency and customer
• experience.
• Develop and implement SOPs, process guidelines, ready reckoners and standard operating
• framework.
• Drive benchmarking, process analysis and continuous improvement initiatives.
• Identify opportunities for automation, digitisation and cost optimisation.
• Work closely with Product, Technology, Operations and Business teams to implement process
• improvements.
• Drive initiatives focused on reducing customer/partner effort and improving turnaround time.

Team & Stakeholder Management

• Lead and manage the Quality/Training function and ensure effective execution of key initiatives.
• Set clear KPIs, goals and role expectations for the team.
• Conduct regular reviews, coaching and feedback sessions.
• Collaborate with Business, Operations, Product, Technology and Customer Experience teams.
• Present quality, customer experience and process improvement insights to senior leadership

Expected Skills:

• Graduate/Postgraduate in Management, Finance, Commerce or a related discipline.
• 5–10+ years of experience across Quality, Customer Experience, Operations, Training or
• Process Excellence.
• Experience in BFSI, Broking, Fintech or Financial Services preferred.
• Experience working with B2B, partner-led or omni-channel businesses will be an
• advantage.
• Six Sigma certification, particularly Green Belt, would be an added advantage.
• Strong proficiency in MS Excel, PowerPoint, CRM and reporting tools.
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills

Location:

Goregaon West, Mumbai (Preference will be given to candidates residing in Mumbai’s Western suburbs).

Why Join Raise?

We’re a certified Great Place to Work, and it shows in everything we do - from how we collaborate to

how we celebrate wins. Our culture is built on growth, ownership, and mutual respect. At Raise,

you’ll find a flat hierarchy, open conversations, and a team that values passion, humility, and speed

over titles and bureaucracy.

Our Values & Culture

• We look for people who:
• Are obsessed with customer satisfaction.
• Respect their work, teammates, and users.
• Value speed, humility, and thoughtful action.
• Are hands-on regardless of role or title.
• Embrace ownership, discipline, and an entrepreneurial spirit.
• Believe in less talk, more execution.
• Are passionate about the work they do.

Raise is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive workplace.

About Raise Financial Services

We are building technology led financial products and infrastructure for India’s top 25Mn+ financially

aware and literate users. Our product lines span investments, financing, insurance, payments, and

wealth services. We will offer consumer products & services that cater to these users, and will offer

the same technology & infrastructure to partners in the startup ecosystem willing to take the

experience to everyone in India. Our focus is on 3 core aspects - build great products, deliver

awesome experiences and provide exceptional customer services to our users.

Explore more:

• Company Website: www.raiseholding.co

Join us on our journey to build Raise!

Required Skills

Product Training Business Training Training Program Capability Building Customer Experience Process Excellence Quality Sales Training