Tata Capital - Training Manager - Retail Asset Division

Job Description :

Position - Training Manager

Education : Any Graduate / Post Graduate (MBA preferred)

Experience : Min. 3+ years in Retail Asset division of Banks / NBFC / BPO Candidates with training background preferrable

Key Objective of the Job :

1. Ensure the Customer Service executives are updated with the Process and System changes which has a bearing on the Customer Service / Experience.

2. Seamless onboarding of New Joiners.

3. Promote a culture of continuous learning.

Major Deliverables :

• Conduct onboarding and refresher trainings for Customer Service employees across all channels.
• Evaluate the training needs by way of Customer VOCs, Quality metrics of service request closure, Complaint RCAs, and discussions with Customer service delivery (CSD) heads / leads.
• Release of monthly training calendar in line with the training needs.
• Deliver / facilitate the delivery of the monthly trainings
• Engage with the stakeholders for functional understanding of the product / process and preparation of the training material.
• Conduct Product evaluation test for the employees and share the inputs for refresher training needs with the supervisor and the CSD heads.
• Facilitate OJT and certification of the Customer Service executives for Job Readiness.

Skill Sets :

ref : iimjobs.com)