Zonal Manager - Training

Role & responsibilities

The Zonal Training Manager will drive end-to-end learning and capability development across the zone, focusing on soft skills, behavioural transformation, and product & process excellence

Training Strategy & Program Development

• Design and implement integrated training frameworks covering:
• Soft Skills: Communication, negotiation, objection handling, customer engagement
• Behavioural Skills: Ownership mindset, accountability, empathy, resilience, ethics
• Product Training: Affordable Housing Finance, LAP, Micro-mortgage
• Process Training: Credit underwriting, collections lifecycle, compliance norms
• Develop blended learning modules (classroom, digital, on-the-job coaching, simulations)
• Conduct Train-the-Trainer (TTT) programs to build internal training capability

Training Needs Analysis (TNA) & Capability Mapping

• Conduct structured TNA across functions
• Identify:
• Skill gaps (functional & behavioural)
• Performance gaps linked to business KPIs
• Partner with Head Training and Functional heads to design targeted learning journeys

Training Delivery (Soft Skills + Product & Process)

• Deliver high-impact training programs including:
• Sales Effectiveness: Pitching, cross-selling, relationship management
• Collections Effectiveness: Negotiation, difficult conversations, recovery strategies
• Customer Centricity: Service excellence, grievance handling
• Use interactive methodologies:
• Role plays, case studies, gamification, field coaching
• Lead new joiner induction + ongoing refresher programs

Assessment & Learning Effectiveness

• Design and implement multi-level assessments:
• Pre & post training evaluations
• Certification programs for critical roles
• Scenario-based and behavioural assessments
• Track:
• Knowledge retention
• Behavioural change
• Application on the job
• Use data-driven insights to refine training programs

Performance Impact & Business Alignment

• Link training outcomes with key business metrics
• Monitor post-training performance improvement

Collaborate with business leaders to drive continuous performance coaching

Stakeholder Collaboration

• Act as a business partner to align training with evolving market needs

Preferred candidate profile

• Strong facilitation and presentation skills
• Ability to drive behaviour change in frontline teams
• High emotional intelligence and coaching capability
• Influencing and stakeholder management skills

Problem-solving and analytical thinking