Product & Business Trainer - Omnichannel

Role Summary: Raise is built on this core philosophy, we will bring exceptionally great products, awesome user experience and best-in-class customer service to our users. We started with our first consumer product, Dhan, an investment and trading platform launched in November 2021. Today, Dhan ranks #8 amongst stock brokers in India and continues to be one of the fastest-growing platforms in the investment and trading ecosystem. In September 2026, Dhan was also recognised as Fintech Startup of the Year at the Global Fintech Festival, reflecting the innovation, product excellence and customer focus that continue to shape the platform. Backed by a passionate team of builders, believers, designers and problem-solvers, we are building a trusted ecosystem of financial products that empowers millions of users to make smarter financial decisions. We are looking for an experienced professional to lead Quality, Training, Process Excellence and Customer Experience for our B2B and Omni-Channel Business at Raise Financial Services. The role will focus on strengthening service quality across customer and partner touchpoints, driving process excellence, identifying improvement opportunities, developing capability-building programs and ensuring a consistent, high-quality experience across the business. The ideal candidate should have strong experience in Quality Management, Customer Excellence, Training, Process Improvement and Operations, preferably within BFSI, Broking, Fintech or Financial Services. Expected Responsibilities: Training & Capability Development

• Identify training needs based on quality, performance and business requirements.
• Design and conduct product, process, customer service and communication training programs.
• Manage onboarding and refresher training for internal teams and business partners.
• Develop training content, knowledge guides, process documents and learning material.
• Measure training effectiveness through quality, productivity and business outcomes.
• Partner with business teams to continuously improve product and process knowledge. B2B & Partner Enablement
• Work closely with B2B teams and business partners to identify capability and service gaps.
• Develop structured partner enablement and training programs.
• Monitor partner interactions and identify opportunities to improve service quality.
• Establish feedback mechanisms to capture partner and customer insights.
• Support business teams in improving partner engagement, productivity and service standards. Quality & Customer Excellence
• Drive quality monitoring across B2B, partner and customer-facing touchpoints.
• Define and track quality metrics, CSAT/NPS and other customer experience parameters.
• Conduct regular audits, transaction monitoring and quality assessments.
• Identify service gaps, recurring issues and areas impacting customer/partner experience.
• Conduct RCA on complaints, escalations and process deviations and drive CAPA.
• Share actionable insights and performance trends with business stakeholders. Process Excellence
• Identify process gaps and opportunities to improve operational efficiency and customer experience.
• Develop and implement SOPs, process guidelines, ready reckoners and standard operating frameworks.
• Drive benchmarking, process analysis and continuous improvement initiatives.
• Identify opportunities for automation, digitisation and cost optimisation.
• Work closely with Product, Technology, Operations and Business teams to implement process improvements.
• Drive initiatives focused on reducing customer/partner effort and improving turnaround time. Team & Stakeholder Management
• Lead and manage the Quality/Training function and ensure effective execution of key initiatives.
• Set clear KPIs, goals and role expectations for the team.
• Conduct regular reviews, coaching and feedback sessions.
• Collaborate with Business, Operations, Product, Technology and Customer Experience teams.
• Present quality, customer experience and process improvement insights to senior leadership Expected Skills:
• Graduate/Postgraduate in Management, Finance, Commerce or a related discipline.
• 5–10+ years of experience across Quality, Customer Experience, Operations, Training or Process Excellence.
• Experience in BFSI, Broking, Fintech or Financial Services preferred.
• Experience working with B2B, partner-led or omni-channel businesses will be an advantage.
• Six Sigma certification, particularly Green Belt, would be an added advantage.
• Strong proficiency in MS Excel, PowerPoint, CRM and reporting tools.
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills We are a start-up organization focused on fast growth with quality products; hence, the ability to work in a fast-paced environment goes without saying! Our People & Culture: People and culture are the most important aspects of our business. We are looking for team members just like us, in simple words
• good people to work with and demonstrate following personality traits:
• Be super obsessed about ensuring customer satisfaction. (We are here because of our customers, and will be here only if we serve our customers)
• We have a single opportunity to serve. (Our customers will give us one opportunity to serve
• we can’t let them down. Be it product, uptimes, customer service or any interaction we have to deliver a wow experience.)
• Respect your work, your team, your co-workers and our customers. (The only way to get respect is to give it first)
• Speed is all that matters. Ship right and ship faster. (You either help the team move ahead fast, or you slow it down. We prefer the first.)
• Humility & politeness over arrogance & over-confidence. (If you are the smartest one in the room, bring up others to speed. We are here to serve our customers, not to prove a point.)
• Quality over quantity. (It is fine if you pick up a few things to do, but do them exceedingly well.)
• Make your hands dirty irrespective of who you are. (Our CEO responds to customers every day. Our CTO codes every day. This is us.)
• Talent and Competency over Credentials.
• Entrepreneurial, ownership driven and disciplined. (We trust you to help us gain and retain the trust of our customers and our stakeholders)
• Less words, more action. (Believe in something? show it by doing things. Not just by talking about it)
• Flat hierarchy with open culture & conversations. (You are among all of us, and we all are with you)
• Passionate about the business you are a part of. (Do it because you are passionate about it, not because it’s your job.)
• Raise is an equal opportunity employer. (We celebrate diversity and inclusion. Why Join Raise? We’ve been recognised as a Great Place to Work for three consecutive years, reflecting the culture we’ve built and the way we work together. At Raise, you’ll experience a flat hierarchy, open conversations, high ownership and a strong bias for action. We value people who bring passion, humility and curiosity to their work, and who care deeply about building great products and creating meaningful customer impact. We believe in growth with ownership, speed with thoughtfulness and ambition with humility. We celebrate wins, learn from challenges and give people the ownership and responsibility to build and make an impact. If you enjoy building from the ground up, working with passionate people, and being part of a high-growth fintech ecosystem, Raise offers an environment where you can do meaningful work and grow with the business. About Raise Financial Services Raise Financial Services is building technology-led financial products and infrastructure for India’s financially aware and digitally savvy consumers. Our ecosystem spans multiple aspects of financial services, with Dhan as our flagship investment and trading platform. Alongside Dhan, we are building and scaling business