Trainer - Retail Liabilities - Virtual Relationship Management Channel - Bank

Company- A leading bank

Role/ Job Title: Trainer-Retail Liabilities

Function/ Department: Smart Banker

Location - Thane

Job Purpose:

Incumbent will be responsible for delivering quality training, mentoring and guidance to our Virtual Relationship Managers (VRMs), who engage with our customers through tele-calling. Incumbent will also collaborate with other product teams and the learning & development team to ensure that our VRMs are updated on the latest product developments and learning modules. Incumbent will also help us attract and retain the best talent for our VRM team.

Roles & Responsibilities:

- Responsible for quality training, developing knowledge & enhancing capabilities of VRM, also to provide guidance & mentorship to individuals to achieve desired goals

- Ensuring quality customer engagement by VRMs and making continuous effort to improve same by adopting industry best practices. Also responsible to ensure adherence with tele-calling guidelines as per regulatory industry norms.

- Liaison with other product leadership teams (on-ground) to be informed on latest product developments and train VRM teams accordingly

- Devising various approaches such as role plays, engagement scripts and adopting industry best practices to enhance peer learning among VRMs

- Incumbent is Responsible for monitoring calls/engagement quality - sales and processes followed by VRMs in the region

- Collaboration with learning & development team to develop learning modules covering product & behavioral parameters & ensuring VRM adoption of same

- Collaboration with talent acquisition team to hire industry best talent for the organization

- Manage and reduce attrition rate among VRMs by following industry best practice

Education Qualification:

Graduation: Bachelor's in Engineering / Technology / Math's / Commerce / Arts / Science / Biology / Business / Computers / Management

Post graduate - Any