Wednesday, October 27

Video KYC-Training Manager

Job title: Video KYC-Training Manager

Company: HDFC Bank

Job description: Job description :

A) Training of new hires Completion of induction training packages for all staff according to the defined TATs, followed by on-the-job training scheduled on a daily basis
Conduct simulated sessions in critical areas to assess the level of knowledge.
Training to be carried out through innovative training methods for understanding and absorption.
All RM certification modules must be completed on time within 30 days of enrollment
Mandatory Certification – To ensure that all new members are certified in accordance with no. days.

B) Refresher training – Quality of service, promotion of digital banking service and relevant cross-selling products. Conducts daily meetings and weekly refresher trainings and reiterations within teams to ensure consistency, process adherence and focus on relationship building.
Re-train the sales and processes of underperforming staff.
Improve scores in below average staff tests and quizzes.
Facilitate training on key products for Video KYC Officer and Virtual RM on Virtual Channel through training sessions held in multiple geographies
Weekly refresher training to be conducted using innovative training methods for understanding and absorption
High and constant quality of service for all products specified by the company.
C) Evaluate / measure implementation and mock calls: Call monitoring and coaching sessions to encompass business orientation, min. complaints, exceptional service and a great customer experience.
Need to ensure that defect rates are maintained at acceptable levels
Documented call monitoring sessions.
Documented feedback for all observations made
Comments should be demonstrated through mock calls and role plays for the best impact of comments.
Hold weekly meetings with supervisors to share feedback on training needs, implementation, and productivity moves.
At least one formal collective meeting per week
Report to senior management on performance and design corrective actions to prevent repetition of errors and accelerate the improvement plan.
Report to senior management on performance and design corrective actions to prevent repetition of errors and accelerate the improvement plan.
D) Knowledge management Up-to-date knowledge of the process and the product for self and staff.
Guarantee the best scores and presence in the various tests / checks carried out.
Written Communication – Ensure top-notch documentation.

E) Staff motivation: Introduce a culture of ground recognition of achievements on various parameters in order to keep staff motivated, to learn and to be encouraged to perform week after week. Thus, cultivate in everyone the habit of performing better, of challenging yourself by sharing good practices and of aiming for recognition.
Motivate competent staff and influence staff with innovative sales approaches.
F) VOC to understand customer feelings Voice of Customer Collect customer feedback, analyze it and share ideas for team development
Analyze the quality of service at regular intervals to ensure the implementation of an accurate TNA.
Report existing and planned quality of service, digital promotion and relevant cross-sell product

Skills: Awareness of banking regulations
Planning and organizational skills
Personal skills
Sales and influencing skills
Communication and relationship management (Behavioral skills)
Knowledge of local geography
Good administrator
Good at networking

Expected salary:

Location: Bangalore, Karnataka

Job date: Tue, 12 Oct 2021 03:26:40 GMT

Apply for the job now!


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