Head of Learning & Development is required to develop and implement Learning & Development strategy that facilitates and drives individual development and capacity building in line with organizational requirements, across all BUs. The position will involve effective collaboration with different functions to ensure the achievement of individual, functional and organizational goals. This role also requires the individual to excel at Program Management skills for effectively driving multiple enterprise level projects at the same time.

Job Description :

1. To ensure that we have best in class training content, systems and enablers there by improving training effectiveness.

2. Bespoke training solutions suiting all BUs, inline wit Organizations goal of having Omni Channel Presence

3. Plan the training strategy & align Company's Service Delivery partners to execute the same for achieving the org's customer experience goals

4. Define Training model for achieving operational excellence that ensures we provide a seamless customer experience across all stages and touchpoints in a customer journey

5. Define a framework for measuring the performance of customer-facing teams and define training SLAs & governance

6. Maintain SOPs, conduct periodic reviews, and coordinate initiation/revision of processes as necessary

7. Work with a cross-functional team in various business units to drive initiatives end-to-end and co-create programs/plans.

8. Evaluate the effectiveness of training modules, workshops etc. and recommend/implement improvements based on Balanced Scorecard principles

9. Be the proponent of customer experience across the org - drive cross-functional training initiatives to improve customer experience through process changes, product development and other new initiatives

10. Be in the know of the latest industry developments, CX best practices, quality tools, training, LMS, Auditing platform and recommend strategies for continuous improvement

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