About the role
Job Title
Manager - Virtual Relationship Management (VRM)
Business Unit
Training & Quality
Reporting To
Unit Head
Job Function and Role Type
Training and Quality Management - Corporate Sales
Version No
[Not provided]
Job Purpose
Train and develop VRM staff to ensure high-quality customer engagement, sales, and service delivery. Drive performance improvement through innovative training methods and continuous quality monitoring.
Key Responsibilities
New Hire Training
Complete induction and on-the-job training for VRM staff.
Conduct mock sessions to assess knowledge levels.
Ensure RM certification within 30 days and NISM/IRDA certification within 60 days.
Refresher Training
Conduct daily huddles and weekly refresher sessions.
Re-train underperforming VRMs in service and sales.
Improve test scores of below-average team members.
Call Monitoring and Feedback
Monitor calls to ensure high-quality pitches and relationship building.
Provide documented feedback and conduct mock calls for improvement.
Hold weekly meetings with team leaders to address training needs.
Quality Standards and Calibration
Align quality standards for VRM and PB staff.
Measure service delivery gaps and recommend improvements.
Achieve benchmark scores for interaction quality.
Knowledge Management
Maintain up-to-date knowledge of products and processes.
Ensure timely completion of chapter readings on E Process.
Staff Motivation
Recognize achievers in sales and service to boost morale.
Update topper boards and encourage performance through best practices.
Analytics and Reporting
Analyze call observations and CRM audits for quality improvement.
Identify top erroring VRMs and address gaps in performance.
Monitor short call patterns and analyze spikes in contact activity.
Education:
Graduate degree in any discipline.
Certifications:
NISM, IRDA, AMFI.
Key Competencies
Training delivery, quality monitoring, relationship management, analytical skills, team motivation.
Major Stakeholders
VRMs, supervisors, unit heads, regional training teams, product teams, IT teams.