Assistant Manager – Training & Quality

About BharatPe

Join BharatPe, a rapidly expanding fintech organization in India valued at over $2.8 billion within just over three years. We provide diverse financial solutions for merchants, kirana shops, and customers, including QR & PoS payments, loans, and investment options. Our mission is to empower small business owners and help them grow through technology and financial products. BharatPe fosters an inclusive culture encouraging innovation, diversity, and collaboration, all while ensuring employee success and shared growth.

Role Overview

As Assistant Manager – Training & Quality, you will play a key role in developing and expanding one of the pioneering lending platforms using velocity-based underwriting in India. Your work will support rapid scaling of revenue while enhancing capabilities within the Collections function through comprehensive training initiatives and quality assurance programs.

Key Responsibilities

• Design and deliver training sessions across multiple departments and regions, adapting content for effectiveness.
• Maintain and update training materials and programs to align with current RBI lending and collection regulations.
• Collaborate on learner materials development, incorporating feedback for continuous improvement.
• Plan and conduct workshops and projects focused on improving performance for underperforming teams and vendors.
• Utilize diverse training methods such as classroom, virtual sessions, webinars, coaching, and e-learning.
• Regularly audit call quality and monitor adherence to quality standards and call scripts for various customer segments.
• Identify training needs through quality audits, escalations, and analysis of performance metrics.
• Create training content, SOPs, assessments, and reports to track progress and training outcomes.
• Engage with external collection agencies to coordinate training and quality efforts.
• Present findings and training metrics to management through comprehensive MIS reports.
• Develop and enforce quality procedures, standards, and SOPs for telecollections and field collection teams and vendors.
• Address operational challenges by implementing coaching, process enhancements, and stakeholder collaboration to minimize escalations.

Required Qualifications & Experience

• Graduate or postgraduate degree.
• Minimum 2 to 5 years’ experience in collections, training, or quality roles within Banking, NBFCs, FinTech, or other financial services sectors.
• Prior exposure to loan collection operations, quality assurance, or training delivery is highly preferred.

Skills & Competencies

• Excellent communication and presentation abilities.
• In-depth knowledge of collections processes and financial products.
• Expertise in quality monitoring and constructive feedback coaching.
• Proficient with MS Excel and PowerPoint for reporting and content development.
• Strong people management skills to lead and influence teams.

Behavioral Attributes

• Curious and deeply product-oriented mindset.
• Effective influencing and coaching capabilities.
• Proactive with a solution-driven attitude.
• Detail-focused with strong execution discipline, unafraid of hands-on involvement.