The role is responsible for driving workforce capability enhancement, frontline performance effectiveness, and operational excellence through structured learning, people development, and employee engagement initiatives across customer-facing business functions.

The incumbent will lead capability-building interventions aimed at improving employee productivity, service excellence, customer experience, and overall business performance.

Key Responsibilities & Accountabilities

Capability Building & Learning Strategy

- Design and lead structured capability-building and performance development frameworks for frontline and customer-facing teams.

- Identify capability gaps through assessments, analytics, field insights, and stakeholder feedback.

- Develop and deploy learning & development interventions focused on employee productivity, customer experience enhancement, behavioral effectiveness, and leadership capability building.

Workforce Effectiveness & Performance Excellence

- Drive best-in-class people practices covering the employee lifecycle, including talent development, engagement initiatives, retention strategies, performance frameworks, and workforce effectiveness programs.

- Partner with business leaders to design manpower effectiveness and workforce productivity strategies aligned with organizational goals and growth plans.

- Lead transformation initiatives aimed at improving employee efficiency, customer experience standards, operational effectiveness, and service excellence across business functions.

Training Delivery & Transformation

- Create and implement impactful training delivery models, field coaching frameworks, and performance improvement interventions for large frontline teams.

- Build scalable learning solutions that support organizational growth, capability enhancement, and cultural transformation.

- Ensure continuous improvement in training effectiveness through measurement frameworks, feedback mechanisms, and business impact analysis.

Leadership & Stakeholder Management

- Mentor and lead teams in the areas of learning & development, employee engagement, capability enhancement, productivity improvement, and customer-centric culture building.

- Collaborate with cross-functional stakeholders to drive organizational capability and business excellence initiatives.

- Foster a high-performance, customer-focused, and learning-oriented culture across teams.

Education Qualification: BE/BTech with MBA preferred

Experience

- 16-20 years of experience in Learning & Development, Capability Building, Performance Excellence, Retail Operations, Customer Experience, or Workforce Transformation roles.

- Experience in luxury retail, premium consumer businesses, hospitality, automotive retail, aviation, or large customer-facing organizations would be preferred.

- Strong exposure to frontline workforce development and large-scale employee capability enhancement programs.