Virtual Relationship Manager

 Looking for VRM position
Location : Thane
Domain: Banking

Job description



 
Job Purpose:
Responsible for quality training, developing knowledge & enhancing capabilities of VRM, also to provide guidance & mentorship to individuals to achieve desired goals.
Roles & Responsibilities:

Responsible for quality training, developing knowledge & enhancing capabilities of VRM, also to provide guidance & mentorship to individuals to achieve desired goals
Ensuring quality customer engagement by VRMs and making continuous effort to improve same by adopting industry best practices. Also responsible to ensure adherence with tele-calling guidelines as per regulatory industry norms.
Liaisioing with other product leadership teams (on-ground) to be informed on latest product developments and train VRM teams accordingly
Devising various approaches such as Role Plays, Engagement Scripts and adopting industry best practices to enhance peer learning among VRMs
Incumbent is Responsible for monitoring calls/engagement quality - sales and processes followed by VRMs in the region
Collaboration with Learning & Development Team to develop learning modules covering product & behavioral parameters & ensuring VRM adoption of same
Initiation of recruitment program, to hire industry best talent for the organization
Manage and reduce attrition rate among VRMs by following industry best practices.

Secondary Responsibilities: 

Incumbent is responsible to ensure that VRMs are well trained - on product & behavioral parameters and follow the processes as laid down within the banks audit and compliance framework.
Responsible to ensure VRM Channel is efficient and drive efficiencies from the team. Also, responsible to ensure high motivation level in teams.
Preparation and adoption of robust quality management framework as per the industry best practices.                                                                                                                 

Managerial & Leadership Responsibilities:


Attract and retain best-in-class talent for VRM's in the zone. 
Monitor and achieve key parameters on hiring quality and attrition rates and make necessary improvements.
Share continuous feedback and suggestions with Senior Management to enhance the Channel's performance.



 
Experience: 2+ years
 
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