AVC:Training Manager

About Axis Virtual Centre:

The Axis Virtual Centre engages with the Axis Bank 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 Axis Virtual Centre supports the respective Line of Business to achieve and exceed dial targets through effective use of communication skills and envisages to provide a differential customer experience

About the Role:

The Training Manager is primarily responsible for creation and execution of the overall Training strategies across all functions at their respective centers. The TM will also lead the department in recruiting, orientation and training of new trainers in order to ensure a high standard in the execution of duties. They will also act as mentor to key departmental personnel, assisting in the performance of duties upon request, ensuring the constant improvement of their skills, and essentially readying these personnel for the next level in lateral or vertical movements

Key Responsibilities:

• Implement the Training solutions designed for product, process, soft skills and behavioral training at the center.
• Manage a team of Trainers to facilitate functional and behavorial 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 partners.
• 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

Qualifications:

Optimal qualification for success on the job is:

• 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.
• Awareness of Product, Process training in the Financial Services Industry highly preferred

Role Proficiencies:

For successful execution of the job, the candidate should possess the following:

Knowledge

• Retail Banking domain knowledge
• Understanding of Financial products, the environment, markets etc.
• Understanding of Outbound call center operations / virtual relationship management
• Familiarity with e-learning platforms and practices

Skills

• MS Office skills
• Excellent communication skills – verbal and written communication
• Interpersonal skills
• Training Delivery Skills
• Planning, decision making and prioritization skills

Abilities

• Ability to work under pressure and/or in unstructured environment
• Dealing with complexity / Ambiguity

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