Trainer (Mutual Fund Outbound Processes), Mumbai

Job Description:

1. Training Delivery & Content Creation

• Design, develop, and execute end-to-end training programs for new and existing Virtual Relationship Managers (VRMs) targeting outbound mutual fund sales.
• Conduct comprehensive modules covering Mutual Fund products (Equity, Debt, Hybrid, SIPs, Lumpsum), market basics, macroeconomic factors, and NISM guidelines.
• Train teams on advanced outbound sales mechanics, including pitch structuring, cold calling techniques, active listening, handling customer objections, and closing strategies.
• Implement structured modules on corporate etiquette, voice modulation, and virtual customer relationship management.

1. Quality Assurance & Performance Coaching

• Collaborate with the Quality Team to regularly monitor outbound recorded and live calls against compliance checklists and communication rubrics.
• Conduct call calibration sessions with Team Leaders and Quality Analysts to ensure uniform scoring standards.
• Identify bottom-quartile performers and provide structured, data-driven one-on-one coaching to improve conversion metrics, Average Handling Time (AHT), and First Call Resolution (FCR).

1. Sales MIS, Analytics & Reporting

• Own and maintain the Training MIS, tracking key learning metrics such as training attendance, assessment scores, certification progress, and post-training nesting performance.
• Analyze complex sales reports and data dashboards to discover performance bottlenecks and identify skill or product knowledge gaps.
• Formulate daily, weekly, and monthly training effectiveness reports (RoI of training) linking training interventions directly to improved team conversion trends.

1. Leadership Presentations & Stakeholder Management

• Create polished, highly professional PowerPoint (PPT) presentations detailing training roadmaps, quality audits, and strategic training initiatives for senior leadership reviews.
• Work in close alignment with Sales Team Leaders and Operations Managers to understand changing business dynamics and alter training plans dynamically.
• Act as a process mentor, stepping in with leadership capabilities to align team outputs with organizational milestones.

• Experience: Minimum 4–5 years of dedicated experience as a Sales/Process Trainer within a banking, financial services (BFSI), or outbound wealth management call center environment. Preference will be given to candidates with an active understanding of Mutual Funds or Asset Management Company (AMC) operations.
• Team Leadership: Proven experience as a Team Leader or Assistant Team Leader in an operations/training setup, showcasing the ability to guide and mentor people effectively.
• Data & Presentation Skills: High proficiency in MS Excel (VLOOKUP, HLOOKUP, Pivot Tables) for managing Sales MIS, and advanced MS PowerPoint skills for building impactful corporate decks.
• Domain Knowledge: Strong foundational understanding of Mutual Fund concepts, outbound dialer methodologies, CRM workflows, and financial compliance standards. NISM Series V-A (Mutual Fund Distributors) certification is a major advantage.
• Communication: Superb verbal, written, presentation, and facilitation skills in English and [Insert Regional Language if applicable].

• A structured corporate environment focusing on employee development.
• Clear ownership over training metrics and process improvement strategies.
• Competitive compensation package based on industry standards.