Training Manager (Direct Banking Channel)

Hdfc Bank

Mumbai

On-site

INR 600,000 - 900,000

Full time

14 days+

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Job summary

HDFC Bank is seeking a Training Lead to elevate staff expertise in products, processes, and policies, ensuring service excellence and compliant workflows. You will drive induction programs, refreshers, and continuous learning across the unit to sustain high knowledge levels and performance.

The role includes conducting mock sessions, supervising knowledge checks, and coordinating with quality teams to align with internal standards.

Qualifications

Graduation is required with knowledge of banking products, processes and policies.
Candidate should demonstrate strong communication and training capabilities.
Experience in training call centre or service teams within banking is preferred.
Understanding of regulatory requirements and sales alignment is important.

Responsibilities

Lead new hire training covering product, process, system applications and soft skills.
Ensure induction batches complete on time and schedule on‑the‑job training daily.
Conduct mock sessions to assess knowledge and improve service delivery.
Train staff on supervisory parameters and create engagement through quizzes.
Deliver refresher trainings to maintain consistent service quality across teams.
Coordinate with quality and complaints teams to upgrade training modules.
Lead sales training and ensure IRDA/compliance documentation as required.
Monitor scores, attendance and MIS data; report local metrics on time.

Skills

Banking product knowledge

Banking process knowledge

Communication

Team development

Sales and influencing skills

Planning and organizing

Awareness of banking regulations

Education

Graduation (minimum)

Job description

Job Purpose

Responsible for Training of all the Staff at the Unit on Products, Processes and Policies of the Bank to ensure Service Excellence and Adherence to Process.
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.

So that

the Channel has well trained Staff that helps achieve higher Service and Productivity standards

Job Responsibilities(JR)

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.
In co-ordination with the Complaints Manager/Officer, carry out training of Complaints Desk staff as defined periodicity in order to ensure minimal errors/ repetition of errors.
Ensure that all staff are adequately trained on the Products of the bank and sales process
Ensure that all staff are trained on the process to be followed (including amendment with new circulars)
Ensure reduction in recurring errors during complaint handling.

Team Attendance and scores :

Achievement of Best in Class Scores for the center in E Process Quizzes / Knowledge Assessment Test
100% Attendance and performance of above 90%
Close monitoring through MIS
Feedback sessions along with team leaders
Product and process reiterations

Reporting of local data /MIS for team/unit:

Accurate and objective reporting of team statistics within specified TAT and format.
Nil errors and exceptions.
Nil delays in reporting

Other responsibilities:

Local Administration - Support administrative related activities to ensure all administrative guidelines are adhered to- overall discipline and decorum of the Center. Eg ID creation, liaise with local ADFC HR for Staff related concerns.
Conduct local interviews for ADFC Staff hiring . Further completion of End to end documentation formalities for hiring .
User acceptance management - Creation /Deletion of all system applications for New/existing /attrited Staff
Carryout UAT user acceptance tests for new IVR /product /process/digital launches for better understanding and further demos and implementation across Staff.

Educational Qualifications