Function SummaryEcommerce department of the organization manages digital sales partnerships through web aggregators and digital brokers. Develop and maintain key relationships, implement strategies to enhance partner engagement, and manage P to optimize spending. This department also builds strategic alliances with ecommerce firms to retail LI policies, incubates new digital business initiatives, and collaborates with various business teams to evaluate and develop new products. Additionally, they oversee the end-to-end management of key web aggregator relationships, devise strategies to increase share of shelf, and work closely with operations to establish processes for prospect funnel management and online policy issuance.Job Summary We are seeking a dedicated and experienced Trainer/Quality Manager to oversee the learning and development of all Relationship Managers responsible for onboarding Direct-to-Consumer (D2C) customers after policy purchase until the underwriting decision is made.
This role will ensure adherence to processes, maintain the quality of assistance provided, monitor customer feedback, and facilitate continuous training for Relationship Managers. KEY RESPONSIBILITIES: •Training and Development: •Design, develop, and implement comprehensive training programs for Relationship Managers to enhance their skills in customer onboarding and policy understanding.•Conduct regular training sessions, workshops, and refresher courses to ensure ongoing professional development.•Assess training needs through performance evaluations, feedback, and consultation with management.•Quality Assurance: •Monitor and evaluate the quality of assistance provided by Relationship Managers to ensure compliance with company standards and processes.•Develop and maintain quality assurance metrics to measure the effectiveness of training programs and service delivery.•Conduct audits of customer interactions (calls, emails, etc.) to ensure adherence to established quality standards.•Customer Feedback Monitoring: •Implement mechanisms for collecting and analyzing customer feedback to identify areas for improvement.•Collaborate with the Customer Experience team to address feedback and enhance service quality.•Prepare reports on customer satisfaction metrics and present findings to management.•Continuous Improvement: •Foster a culture of continuous improvement by identifying training gaps and implementing corrective actions.•Stay updated on industry trends and best practices in learning and development as well as customer service quality management.•Lead initiatives that promote knowledge sharing among Relationship Managers.Key skills required• New hire training • Training development Plan• Feedback session• Call Audit• Stakeholder Management• Training Module Creation on LMSKey Relationships Management (Internal /External)Internal: Digital Partnership, HR TeamExternal: Policy Bazar& BanksDesired qualification and experience•Graduate/Post Graduate in Management•Minimum 10-12 years of experience in training, quality management, or a related role within the financial services or insurance industry.•Age group: 35 to 45 years•Proven track record in designing effective training programs and managing quality assurance processes.
