Training & Quality Manager - Virtual Relationship Management (VRM)

Overview

Join as a Manager in the Virtual Relationship Management (VRM) team at HDFC Bank within the Training & Quality business unit. Reporting to the Unit Head, this role focuses on elevating the competency of VRM staff through comprehensive training and stringent quality monitoring, ensuring superior customer engagement, sales, and service standards.

Core Responsibilities

• Lead induction and hands-on training initiatives for VRM team members, including mock sessions to evaluate their understanding.
• Guarantee relationship manager certification within the first 30 days and NISM/IRDA certifications within 60 days post-joining.
• Organize daily team huddles and weekly refresher programs to reinforce skills and knowledge.
• Implement targeted retraining for VRMs who fall short of performance benchmarks, enhancing sales and service delivery.
• Conduct detailed call monitoring to assess quality of pitches and relationship building; provide structured feedback and facilitate mock calls to drive improvement.
• Collaborate weekly with team leaders to identify and address ongoing training needs.
• Standardize quality benchmarks for VRM and Personal Banking (PB) staff, identify service delivery gaps, and recommend corrective measures aiming to meet or exceed benchmark interaction scores.
• Maintain a current knowledge base on products and processes ensuring timely completion of mandatory chapter readings aligned with E Process standards.
• Motivate staff by recognizing top performers in sales and service through updated performance boards and by sharing best practices.
• Analyze call monitoring results and CRM audit data to highlight error-prone VRMs and spot patterns such as short calls or unusual contact spikes, then address these through training interventions.

Qualifications and Professional Skills

• Graduate degree in any discipline.
• Certifications required: NISM, IRDA, AMFI.
• Proven abilities in training delivery, quality assurance, relationship management, detailed analytics, and team motivation.

Collaboration and Stakeholders

Work closely with VRM staff, supervisors, unit heads, regional training units, product development teams, and IT support groups to achieve department objectives.