Manager - Customer Service and Behavioral Training   This position is responsible to develop the customer service orientation of the organisation.   Direct delivery and managing the team directed towards procuring, design, delivery, evaluation, and on-going program management for :  - Training and upholding standards of customer service delivered by IFS and AOCS.  - Co-creation of processes that impact the customer experience  - Development of an internal customer service culture  - Inculcating behaviours required at the workplace aligned to the service culture  - Revenue generation through training in the above areas delivered to other organisation  To deliver the above the following competencies and skills would be required :  People Management :   - Successfully balance project and team resources to ensure client expectations are exceeded   - Provide effective supervision, support and leadership to trainers  - Assist in the development of the team and cross team relations to maintain and improve a high level of service for both internal and external clients   Skills & Experience :   - 4 to 5 years training design and delivery experience in a professional setting   - Motivational leader  - Excellent relationship building and networking skills   - High level communicator; both verbal and written   - Understanding of operations, procedures and policies related to the industry Outstanding interpersonal and partnering skills   - Solid communication skills (written and verbal.)   - Internal consulting experience   - Knowledge of group dynamics and teaming best practices   - Project and program management skills and experience   - Negotiation and influencing skills   - Previous experience in Needs Analysis, Instructional Design and Facilitation  - Classroom facilitation and instructional design experience with soft skills training  Responsibilities :   Design and Development :   - Design, develop and deliver courses and programs that align and support the customer service and training philosophy and strategy, and support the organization and business needs  - Identify opportunities for development  - Design and develop alternative learning approaches that meet the needs of IndiGo and address identified needs  - Consults with key stakeholders to identify and build end-to-end learning solutions in support of the achievement of defined business results.  Facilitation :   - Facilitate and administer courses and programs that support interactive and practical application  - Deliver effective training designed to encourage the developmental growth of employees and incorporate core competency gap reduction.  - Maintain and enhance program measurement, evaluation tools and strategies to identify the impact of the Programs  - Evaluate, and implementation follow up activities/courses to ensure new learning is maintained and the course/program kept vibrant  Employee Development :   - Provide coaching, feedback, mentoring, and inspiration for employees  - Provide resources for professional development; communicate performance, and development expectations to managers and participants  - Act as a conduit to facilitate discussion between the employees and their direct managers to ensure agreement on the development plan   - Help employees to develop meaningful action / development plans to ensure they achieve their career goals  Consultation :   - Build positive and collaborative working relationships with various business partners within IndiGo  - Look for opportunities for interventions wit defined outcomes  - External Consultation for revenue generation  Desired Skills & Experience :   Education/ Training :  - University degree in Business or equivalent with post graduate training / accreditation / degree in Human Resources Development, Adult Education or equivalent   - Must have both individual awareness and a strong understanding of organizational behaviour   - Organizational Development experience preferred  Licenses/Certificates :  - MBTI qualification is an asset  - Certified in one or more vendor-based leadership programs  - Other behavioural assessments and modification tools certifications is an asset   Any other special requirements necessary to do the job :   - Demonstrated ability to deal with ambiguity and learn from experience  Exec/AM Training - Customer Service and Behavioral training  Job Description : to assist in all the above roles  Experience of 4 - 5 years

Delhi NCR

Indigo - Manager - Customer Service & Behavioral Training 

Indigo - Manager - Customer Service & Behavioral Training  ,Job Description for Indigo - Manager - Customer Service & Behavioral Training  in InterGlobe Aviation Limited in  Delhi NCR for (4-5) years of experience. Apply Now!

Job Description for Indigo - Manager - Customer Service & Behavioral Training  in InterGlobe Aviation Limited in  Delhi NCR for (4-5) years of experience. Apply Now!