Regional Head-Sales Compliance &Control: Direct Banking Channels

Hiring for A Leading Private Sector Bank

from 10 to 20 year(s) of Experience
Bengaluru

Job Description

Job Purpose

To ensure that every Training Manager in DBC Sales & Phone Banking works towards enhancing employees skills, performance , productivity and quality of work
Responsible for building a team in DBC Sales & Phone Banking which is more competitive by developing the skills of the workforce.

Responsibility:-

1)Training & Development:

  • To ensure Training Managers are managing, designing, developing, coordinating and conducting all training programs for New Joinees & exiting agents.
  • To deploy a wide variety of training methods & make training more impactful.
  • To pilot that all Training Manager comHDmunicates with line managers to identify training needs and mapping out development plans for teams & individuals.
  • To manage timely Onboarding Programs in DBC Sales for all new telecallers across verticals and cities in the region and ensure certification status shared with Sales Teams.
  • To monitor that Training team conducts regular Refresher on Product/Policy/Offers/New campaign launch every month as per Business requirement.
  • To provide Focus group training on Selling Skills basis Call Monitoring on the floor by TMs from time to time in order to improve the productivity of the callers.
  • Drive Knowledge awareness across all Tses/Verticals/Cities within their region by monitoring the frequency and Tse coverage of training programs and Quiz.
2) Call Quality Monitoring & Feedback sharing:
  • To ensure training team regularly do call monitoring on sample calls /TSE and share the feedback with the tses /SMs on the floor.
  • Ensuring Training and Call monitoring productivity parameters are met by all TMs and QAs in their team in DBC Sales.
  • To observe that all required Silent monitoring in Dialer ,call recording in Harmony, Side Jacking on the floor , capturing in Quest & feedback sharing is done by the training team on regular basis.
  • Ensure script adherence and control over defect % across verticals within their region.
  • To watch that all feedback is entered in Quest system and shared with the agents online.
3) Productivity Monitoring:
  • Monitor & drive New Joinees productivity in all DBC sales channel .
  • To check that Post On boarding and Certification, Training team handhold and monitor the New Joinees productivity for 0-3 months
  • To ensure that daily huddles ,Objection handling ,One to one feedback ,Productivity monitoring, Role Plays, Mock calls,Quiz are conducted for New Joinees across all channels in all locations.
  • To see that Training Managers works on improving productivity of identified Low performing Vintage callers by upgrading their skill and moving to next grade.
4)Compliance Audit & Control:
  • To focus and closely monitor adherence of all process on Compliance & Control with actionables on the defaulters.
  • To track that Key control checks are done on Floor Hygiene audits,Open Line Audit, Storage Audit,,USB Audit,Insurance IRDA Audit, CVM STP level checks & Inbound NE/NI sampling.
  • Monitor & drive and ensure adherence of quality parameters across all the channels.
5)Intervention on the floor:
  • Drive initiatives as per the business specific requirement of each channel (product mix/process improvement/ knowledge enhancement /)
  • To promote & track regular interaction with the line team and ensure meeting with the front end at local level/regional level and highlighting the audit issues/ understanding training requirements if any for the month.
  • To do Daily /weekly/monthly performance review with the SM/RSM & deciding the action plan for low performers and New Joinees
  • To highlight ground reality of base issue / TSE issue / PC issue /campaign issue etc with the respective channel's product /central team.
  • To carry on motivational and engagement activities on the floor for agents for better bonding within the team.
6) Team Management:
  • To manage team of Training Mangers in all DBC & PBK locations and regularly monitor their performance.
  • To ensure adherence of all key responsibilities by TM.
  • To Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers.
  • To discuss & plan TMs mandatory leaves & push them to attend HR Training for skill enhancement
In Phone Banking Team
1)Hiring of New PBs:
  • To have a seemless process of hiring new joinees in Phone banking channel by having regular interviews conducted by TMs and new hirers are on board as required.
  • To discuss with line managers and cover the gap by onboarding good candidates.
2)Training & Development:
  • To ensure all Training Manager communicates with line managers to identify training needs and mapping out development plans for teams and individuals.
  • To deploy a wide variety of training methods & make training more impactful.
  • To pilot that all Training Manager communicates with line managers to identify training needs and mapping out development plans for teams & individuals.
  • To ensure that all New Hirers (telecallers)undergo a minimum 10 days Onboarding Training on Product / Process and System.
  • To monitor all New Hirers for minimum 5 days OJT where TM does handholding of the agents & resolves all the queries related to system / process & customer queries.
  • To ensure regular huddles with cuurent updates on product , policy and proces is done by the trainers on a timely basis so that customer queries are resolved without delay.
3) Call Quality & Feedback:
  • To ensure call evaluation is done for all New hires & 0-30 days PBs and feedback is shared with them regularly.
  • Min 2 feedback for all New hirer and 1 feedback is done.
4) Knowledge Assessment Test Scores:
  • To execute that timely knowledge test to be taken by the agents in E process and all PBs are covered.
  • To drive Knowledge awareness across all Tses/Verticals/Cities within their region by monitoring the frequency and Tse coverage of training programs and Quiz .
5)Transactional Accuracy for the Unit:
  • To check that Unit exception and bounces are less and process is adhered corrrectly by the PBs
6)Less Average Holding Time-AHT
  • To drive low AHT for the unit by ensuring all product , process and system training are done by the TMs so that all PBs are apt enough and there is less hold time.
7) Mystery Shopping Central Knowledge Checks:
  • Mystery shopping knowldege checks done across the month by the central mystery shopping team to check any proces gap.
  • Training Managers to ensure there is 100% process adherence by the agents.
Key Responsibilities -CRM ICE leads:
  • To ensure all ICE leads are called within TAT
  • Adherence of ICE calling script by the agents and correct disposition tagging
  • To ensure Appointment fixed %(Min 80%) is achieved
  • Sampling of CRM leads to check accuracy of lead tagging
  • To track there is no uncalled leads with the agents
Key Responsibilities Mobile banking
  • Mobile banking feedback calling unit
  • Customers who have rated our new MB app on lower scale .
  • Asking customer to change the rating of our new MB on play store / App store
Educational Qualifications
  • Graduation:
  • Post-Graduation: MBA
Key Skills
  • Team management Skills
  • Positive Approach & good interpersonal skills
  • Excellent communication and presentation skills
  • Planning and organizing ability
  • Strong Analytical skills



Salary: INR 15,00,000 - 30,00,000 PA.

Industry:Banking / Financial Services / Broking

Functional Area:Financial Services, Banking, Investments, Insurance

Role Category:Senior Management

Role:Head/VP/GM-Operations

Key Skills

Desired Candidate Profile

Please refer to the Job description above

Education-

UG:Other Graduate

PG:Other

Doctorate:Other Doctorate

Company Profile

RiverForest Connections Private Limited

A Leading Private Sector Bank
View Contact Details+

Recruiter Name:Niyati Shah

Contact Company:RiverForest Connections Private Limited

Telephone:9820218810

Website:http://careers.riverforestconnections.com