AVC:National Head-Training

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.

The role of Head - Training and Development Manager for AVC is to oversee the development and implementation of training programs for call center staff. This includes identifying training needs and developing and delivering training programs to address those needs, monitoring and evaluating the effectiveness of training programs, and ensuring that all call center staff are trained to meet performance standards and customer service expectations. The Head Training and Development Manager is also responsible for developing and implementing strategies to improve call center performance, such as optimizing staffing levels and improving call routing and queuing systems, and managing relationships with regulators and other stakeholders. Manager should have strong knowledge of virtual center operations and best practices, excellent communication and interpersonal skills, and the ability to work in a fast-paced environment. They should also have experience with training and development tools and techniques, such as e-learning platforms and performance management systems, and knowledge of call center technology and software, including CRM systems and call routing software.

Key Responsibilities

�         Recruit, Train and Manage team of 800 strong Tele-callers that would engage with existing and new to bank customers for sale of personal loan products across seven cities of India

�         Recruit and onboard team of Unit Managers and Regional Sales Managers to manage the operations of various units on day-to-day basis.

�         Work with the Business team on finalization of business numbers, manpower, productivity, database etc

�         Define and execute recruitment, training and development and incentive strategy across various levels.

�         Improve existing processes to enhance productivity and overall performance of the team without compromising regulatory and internal policy requirements. Analyze business numbers on daily basis to identify opportunities and GAPS for corrective actions.�

�         Develop and implement effective training and development strategy across various levels within outbound contact center to meet business goals.

�         Recruit, Train and Manage team of Trainers/Training Managers/Regional Training Heads who will be engaged in providing training to New Hires and Existing employees of Outbound Contact Centre

�         Collaborate with business verticals to understand developmental needs across various levels basis performance reviews and skill GAP analysis

�         Create content and training programs to meet the objective of human capital development across various levels within OCC.

�         Analyze and measure efficacies of training and development programs to establish its success at various levels. Recommend new training methods including e-learning courses and game based platforms.

�         Create and maintain repository of knowledge base, latest training practices, trends etc

�         Improve existing processes, training infrastructure to enhance productivity and overall performance of the team

�         Work very closely with stakeholders to obtain support and guidance

�         Closely monitor cost and productivity. Take corrective actions to keep cost under control

�         Ensure compliance to regulatory and internal policy����������������������������������������

�         Post Graduate with more than 15 years of relevant experience

�         Leadership/People skills

�         Communication skills

�         Inter personal skills

�         Analytical skills

�         Sound knowledge of facilitating training campaigns

�         Understanding of learning management system

�         Knowledge of operations at Contact Centre will be an added advantage.

#ComeAsYouAre 'We are dil se open. Women, LGBTQIA+ and PwD candidates of all ages are encouraged to apply'