Manager – Process Training

About the job

About HDFC Ergo General Insurance Co., Ltd HDFC ERGO General Insurance Company Limited was promoted by erstwhile Housing Development Finance Corporation Ltd. (HDFC), Indias premier Housing Finance Institution and ERGO International AG, the primary insurance entity of Munich Re Group. Consequent to the implementation of the Scheme of Amalgamation of HDFC with and into HDFC Bank Limited, one of Indias leading private sector bank(Bank), the Company has become a subsidiary of the Bank. The Company offers complete range of general insurance products ranging from motor, health, travel, home and personal accident in the retail space and products like property, marine and liability insurance in the corporate space. With a network of branches spread across wide distribution network and a 24x7 support team, the Company has been offering seamless customer service and innovative products to its customers. Key Roles & Responsibilities Training Strategy & Delivery • Lead the design and execution of process training, soft skills training, and product refreshers for new and existing customer service staff. • Conduct Training Needs Analysis (TNA) based on performance trends, quality results, and feedback from operations. • Ensure new hires receive effective onboarding, process knowledge, and certification before going live. • Partner with operations and product teams to update training content whenever processes, systems, or policies change. Quality Monitoring & Process Compliance • Oversee call/chat/email monitoring to ensure adherence to quality standards and process guidelines. • Ensure sampling, scoring, and feedback processes are conducted consistently and within defined timelines. • Identify error trends, non-compliance issues, and skill gaps; drive corrective actions with supervisors and team leaders. • Improve First Call Resolution (FCR), accuracy, compliance adherence, and overall CX scores. Team Management • Lead, coach, and manage a team of process trainers and quality analysts. • Allocate workload, monitor performance, and review scorecards for the training and quality team. • Build capability within the team through regular coaching, audits, and calibration sessions. Process Improvement & Customer Experience • Conduct RCA (Root Cause Analysis) for performance or quality gaps and drive action plans with operations. • Implement process improvements that reduce errors, AHT, repeat calls, and customer complaints. • Conduct regular calibration sessions with operations, vendor partners (if any), and leadership teams to ensure alignment on quality standards. Performance Reporting • Prepare and publish weekly and monthly MIS on training effectiveness, quality scores, error trends, and process compliance. • Present insights to leadership and recommend actionable improvements. • Maintain audit readiness through proper documentation, sample management, and corrective actions. Key Requirements Education & Certificates • Graduate / Postgraduate (preferred: customer service, business, or related stream) • 7-11 years of experience in call center training, quality, or process excellence • Prior experience in team handling or leading training/quality functions is preferred.