Job Description

Department/ Circle :- Outbound Contact Center Grade :- Manager/ Deputy Manager Type of Vacancy :- Permanent No. of Vacancies :-2 Job Title :- Training Manager Brief Background of the Job:- The Training Manager position serves as a consultant to management on ensuring that the employee are trained to a defined Sales Processes and of a defined quality standard in the ADC Outbound and Inbound Team. The resource acts as an agent of change to help new hires as well as existing employees get business ready by effectively training and getting resources job ready. The role assesses and anticipates the training needs of the business requirements in joint consultation with Hiring, Quality and Business Operations. Roles and Responsibilities: ⨀Implement Training and development processes across the organisation including new recruits and Floor teams ⨀Improves the sales capability of the Digital Officers/ DRM through Training on a continuous basis. ⨀Designs training modules, develops training material and ensures delivery of training programs as per the business requirements ⨀Manage a team of Trainers who’s job role will be to execute trainings as per the prescribed delivery plan and to ensure that delivery standards are met ⨀Custodian of the ADC Training Policy framework ⨀Conduct reviews and Monitor performance of trainers ⨀Conducts weekly meetings with respective Team Leaders/ Quality Managers/ LOB Heads/ Site Heads to discuss training needs ⨀Conduct Training Need Analysis for the bottom Quartile agents and coach BQ team members to help and improve their performance ⨀Conducting Coaching sessions for DO/ DRM’s on a weekly and Monthly basis ⨀Publish weekly and monthly Training dashboards focusing on Training and nesting throughputs of new batches, analysing yields of process trainings and remedial Training. ⨀Conducting Process knowledge tests for both the quality as well as Training teams ⨀Work closely with quality to understand Root Cause Analysis for 80% defects and prepare remedial plans to improve bottom performing agents on the identified defects by conducting regular coaching Academic Qualifications Required: ⨀Graduate/ Post Graduate ⨀Certification of Quality Control is a strong advantage - Green Belt in Six Sigma No. of Years of Relevant Work Experience:- ⨀3-4 Years in Branch Banking ⨀Experience in Sales / Product Training