Training & Quality Mgr-VRM

HDFC Bank; Sahibzada Ajit Singh Nagar; Presencial; INR 800.000 - 1.400.000; Jornada completa

Descripción de la vacante

HDFC Bank is seeking a Manager - Virtual Relationship Management (VRM) to train and develop VRM staff, driving high-quality customer engagement, sales and service delivery. You will lead induction, certification timelines, and ongoing refresher sessions across the VRM team.

The role focuses on quality monitoring, performance analytics, and continuous improvement, with responsibilities spanning knowledge management, stakeholder coordination, and staff motivation to achieve service excellence.

Formación

• Experience in training delivery and program management.
• Ability to monitor quality and drive improvements.
• Strong relationship management and analytical skills.
• Proven capability to motivate teams.
• Knowledge of VRM or corporate sales training is a plus.

Responsabilidades

• New Hire Training: Complete induction and on-the-job training for VRM staff and ensure RM certification within 30 days and NISM/IRDA within 60 days.
• Refresher Training: Conduct daily huddles and weekly refresher sessions; retrain underperforming VRMs in service and sales.
• Call Monitoring and Feedback: Monitor calls to ensure high-quality pitches and relationship building; provide feedback and mock calls.
• Quality Standards and Calibration: Align quality standards for VRM and PB staff; measure delivery gaps and improve scores.
• Knowledge Management: Maintain up-to-date product/process knowledge and complete chapter readings on E Process.
• Staff Motivation: Recognize achievers, update topper boards, and drive performance through best practices.
• Analytics and Reporting: Analyze call observations/CRM audits for quality and address gaps in performance.

Conocimientos

Training delivery

Quality monitoring

Relationship management

Analytical skills

Team motivation

Educación

Graduate degree

NISM

IRDA

AMFI

Descripción del empleo

Job Title

Manager - Virtual Relationship Management (VRM)

Role 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.

Key Responsibilities

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.