AVC:Regional Training Manager

Explain:

�        Axis Virtual Center engages with Axis Banks customers and prospects, virtually, through digital media to provide a seamless experience to customers while fulfilling their service requirements and using the opportunity to provide financial solutions via cross-sell and upsell.

�        The Quality Assurance function at AVC, ensures that processes and procedure designs are customer oriented and service delivery standards are measured and met resulting in high quality customer satisfaction, experience.

�        �This team conducts audits and related activities to measure adherence to process, compliance, and regulatory guidelines.

�        Supports sales and operations teams in the day-to-day improvement of transactions and its quality via employee engagement and coaching activities.

�        Keeps a check on any malpractices and defines actions basis severity of incidents.

�        The overall objective is to improve customer engagement leading to superior customer experience with improved productivity and sales effectiveness.

Key Responsibilities

�        Implement the Training solutions designed for product, process, soft skills and behavioural training at the center.���������������������������������������������������������

�        Manage a team of Trainers to facilitate functional and behavioural training programs as per the prescribed delivery plan, with high delivery standards and ensure Employee Training Coverage as per defined levels.

�        Design training modules and ensure implementation of Training Plans and various learning methods for the designated center (e.g. coaching, job-shadowing, online training).����������������������������������������������������

�        Identify training needs across all lines of business and align with the overall strategy of the Department. Conduct Training Need Analysis for the bottom Quartile agents and coach BQ team members to help and improve their performance��������������������������������������������������������

�        Engage stakeholders through calendarized meetings and other forums to discuss training needs and arrive at action plans to improve knowledge levels , customer engagement skills to improve overall productivity, quality scores and customer experience ratings������������������������������������������������������

�        Support the Curriculum team in Content Creation. Design e-learning courses, workshops and instructor led trainings.�����������������������������������������������������

�        Manage training initiatives through partner organizations as well as outsourced training partner

�        Measure and Calibrate training impact for select L and D intervention. Assess the success of development plans and help employees make the most of learning opportunities�������������

�        Monitor the team�s productivity and adherence to laid down standard operating procedures with emphasis on quality and on-time delivery. Evaluate team�s effectiveness and take corrective actions.

�        Prepare Training reports by collecting, analyzing and summarizing information and trends implementing corrective and preventive actions. Ensure availability of the required reports to each stakeholder�������������� ���������������

�        Conducting regular assessments of personnel and create plans to improve functional and domain knowledge across roles������������������������������������������������

�        Create employee engagement strategy that enables higher performance and to manage and control attrition through effective employee engagement activities���������������������������������������������������������

�        Ensure the required support is available to the frontline resources in the absence of their managers or otherwise.���������������������������������������������������������

�        Manage and participate in projects involving communication initiatives, system or product enhancements, root cause analysis, and workflow redesign.�������������������������������������������������������� ��������������� ��������������� ���������������

�        Graduation from a recognized institute

�        7-10 years of relevant work experience. Banking Industry exposure desirable.

�        Should have managed L and D initiatives for at least 3-4 years with good training delivery skills

�        Leadership skills

�        Inter personal skills

�        Analytical skills

�        Sound knowledge of retail banking products and Process

�        Knowledge of digital banking channels like, Internet Banking, Mobile App

�        Retail Banking domain knowledge

�        Understanding of Financial products, the environment, markets etc.