05/07 Richa Garg
Manager HR at Canara HSBC OBC Life Insurance

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Canara HSBC OBC Life Insurance - Manager - Training & Quality - Digital Sales (6-10 yrs)

Gurgaon/Gurugram Job Code: 717408

Group Entity : Canara HSBC OBC Life Insurance 

Role Title : Manager - Training & Quality (Digital Sales)

Business/Function & Location : (Country/Department) Sales Training, HO Gurugram

Role Purpose :

The jobholder will be responsible for Planning, developing and implementing strategy for Digital sales staff and vendor training and development. This role will also be responsible for creating and managing the Quality monitoring process for Digital sales

Principal Accountabilities : Key activities and decision making areas :

Impact on the Business :

- Conducting training needs analysis

- Deliver product & process training programs and Refresher / Up skill trainings

- Evaluate training effectiveness through assessment, participant's feedback and Pre and Post assessments

- Training the online and tele- sales channel on Sales and lead generation

- Managing Business Partners service operations for rendering and achieving quality services to prospects and Choice customers through training & coaching

- Training graduation & OJT process.

- Design & deliver the Soft Skills training.

Quality :

- Implement Quality management program & ensure that the calls are within the defined parameters.

- Performance management - Supporting teams to achieve targets through Quality interventions.

- Bottom Quartile Focus: Identifying bottom quartile and design action plans based on TNI

- Calibrate with the Sales Team and identify performance gaps

- Publishing weekly\monthly accuracy reports of the samples monitored

- Monitoring of voice and non-voice samples to check process adherence

- Effective closure of escalations/complaints after follow up with different department

- Provide individual feedback to advisors on process and soft skill

- Briefing the team on process update and work closely with the training team

- Designing process FAQs and checklist based on process updates

- Conducting soft skill sessions for bottom performers and new hires

- Identifying Gaps and redefining the processes and sub processes for overall process

Typical Targets and Measures :

- Fortnightly training and refreshers for the call centre team

- TNA report published quarterly

- Deliver 15 days of training - including individual coaching and training

- Transactional audits & feedback target adherence

- Pre and Post improvement results after Quality interventions

- C-SAT score improvement (For Renewals)

- Process improvement initiatives

- Monthly audits for the call centre executives through call barging and other methods

- Quarterly review of the processes to ensure required compliance standards are met

- Monthly training impact report published to all stakeholders

Operational Effectiveness & Control :

- Conduct call audits to provide constructive feedback

- Work in collaboration with content team to develop custom training content

- Monitoring process deviations, having consistent reviews and collating a monthly training update

- Tracking impact of the training initiatives based on performance of the call centre executive productivity

- Monitor and evolve Call Center training in line with company service standards.

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities) :

- Managing the work within stringent timelines and ensuring effective delivery with high satisfaction scores.

- Evaluate training effectiveness through assessment, participant's feedback and Pre and Post assessments

- Calibrate with the Sales Team and identify performance gaps

Role Context (The environment and operating conditions of the role including the extent of guidance and authority) :

- Be accountable for all aspects of managing and developing the Training within Call Centre.

- Support development of cuztomized training programmes as required.

- Monitor and evolve Call Center training in line with company service standards.

- Conduct planned audits of the call centre executives to enhance overall effectiveness and impact

Management & Leadership of Regulatory, Compliance & Operational Risk (Operational Risk / FIM requirements) :

- Report any operational risk or operational risk loss to the line manager immediately (who is required to timely report to Operational Risk Coordinator) if the jobholder becomes aware of emerging or inadequately controlled operational risk or identify an operational risk loss in accordance with section B.1.2 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements) :

- Maintain and observe Company's internal control standards, implement and observe the Company's Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators. Foster a compliance culture and implement the Compliance Policy by managing compliance risk and optimising relations with regulators

Regulatory Knowledge :

- This competency is about an individual's knowledge and understanding of regulatory requirements and how to meet these on a day to day basis.

Drive for Results :

- Ability to set high standards for self, team, continuously improve own and team performance and meet or exceed objectives

Customer and Market Focus :

- Ability to diagnose and anticipate internal and external customer needs and expectations and to quickly respond to them

Developing the Team :

- Ability to understand competencies required to carry out work activities and to help develop these competencies in members of the team

Coaching :

- Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.

Communication Skills :

- Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message

Women-friendly workplace:

Maternity and Paternity Benefits

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