Training & Quality Mgr-VRM

HDFC Bank Limited; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HDFC Bank Limited seeks a Manager - Virtual Relationship Management (VRM) to train and develop VRM staff, ensuring high-quality customer engagement, sales, and service delivery. The role drives performance improvement through innovative training and continuous quality monitoring.

You will lead new hire training, refresher sessions, call monitoring, quality calibration, knowledge management, staff motivation, and analytics reporting, with focus on certifications and KPI improvements.

Qualifications

• Graduate degree in any discipline.
• NISM, IRDA, AMFI certifications are preferred.

Responsibilities

• Complete induction and on-the-job training for VRM staff.
• Conduct mock sessions to assess knowledge levels.
• Ensure RM certification within 30 days and NISM/IRDA certification within 60 days.
• Conduct daily huddles and weekly refresher sessions.
• Re-train underperforming VRMs in service and sales.
• Improve test scores of below-average team members.
• Monitor calls to ensure high-quality pitches and relationship building.
• Provide documented feedback and conduct mock calls for improvement.
• Hold weekly meetings with team leaders to address training needs.
• Align quality standards for VRM and PB staff.
• Measure service delivery gaps and recommend improvements.
• Achieve benchmark scores for interaction quality.
• Maintain up-to-date knowledge of products and processes.
• Ensure timely completion of chapter readings on E Process.
• Recognize achievers in sales and service to boost morale.
• Update topper boards and encourage performance through best practices.
• Analyze call observations and CRM audits for quality improvement.
• Identify top erroring VRMs and address gaps in performance.
• Monitor short call patterns and analyze spikes in contact activity.

Skills

Training delivery

Quality monitoring

Relationship management

Analytical skills

Team motivation

Education

Graduate degree in any discipline

Job description

Job Title

Manager - Virtual Relationship Management (VRM)

Business Unit

Training & Quality

Reporting To

Unit Head

Job Function and Role Type

Training and Quality Management - Corporate Sales

Version No

[Not provided]

Job Purpose

Train and develop VRM staff to ensure high-quality customer engagement, sales, and service delivery. Drive performance improvement through innovative training methods and continuous quality monitoring.

New Hire Training

• Complete induction and on-the-job training for VRM staff.
• Conduct mock sessions to assess knowledge levels.
• Ensure RM certification within 30 days and NISM/IRDA certification within 60 days.

Refresher Training

• Conduct daily huddles and weekly refresher sessions.
• Re-train underperforming VRMs in service and sales.
• Improve test scores of below-average team members.

Call Monitoring and Feedback

• Monitor calls to ensure high-quality pitches and relationship building.
• Provide documented feedback and conduct mock calls for improvement.
• Hold weekly meetings with team leaders to address training needs.

Quality Standards and Calibration

• Align quality standards for VRM and PB staff.
• Measure service delivery gaps and recommend improvements.
• Achieve benchmark scores for interaction quality.

Knowledge Management

• Maintain up-to-date knowledge of products and processes.
• Ensure timely completion of chapter readings on E Process.

Staff Motivation

• Recognize achievers in sales and service to boost morale.
• Update topper boards and encourage performance through best practices.

Analytics and Reporting

• Analyze call observations and CRM audits for quality improvement.
• Identify top erroring VRMs and address gaps in performance.
• Monitor short call patterns and analyze spikes in contact activity.

Education

• Graduate degree in any discipline.

Certifications

• NISM, IRDA, AMFI.

Key Competencies

• Training delivery, quality monitoring, relationship management, analytical skills, team motivation.

Major Stakeholders

• VRMs, supervisors, unit heads, regional training teams, product teams, IT teams.