12/01 Upendra Kumar
HR Executive at 2coms Consulting Pvt. Ltd

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Head - Training - Assisted Care/CSD (15-20 yrs)

Mumbai/Navi Mumbai/Anywhere in India/Multiple Locations Job Code: 881066

- Design the overall training model (remote training, self-learning through technology, certification) and modes of training

- Draw overall training plan in collaboration with Products teams and respective CS Channel Heads

- Define capability requirements (KSAs) required at different levels for different service channels

- Build alliances with training partners to provide Training and Development Interventions

- Define & measure training effectiveness parameters

- Ensures provision and achievement of all training requirements within the CS functions

- Drive delivery of induction, all product, process, systems and soft skill training

- Evaluates and improves the efficiency of operational training whilst ensuring training requirements are met

- Improves the effectiveness and impact of operational training by developing mechanisms to measure training outcomes and quality of training

- Evaluates Operational Training teams and provides feedback for continuous improvement

- Manages overall training processes within the CS function

- Makes recommendations for both external and internal best practice training mechanisms, approaches and modules

- Identifies the need for any accredited training modules

- Develops and delivers reports to meet requirements and standard reporting requirements

- Identifies, establishes and conducts reporting and analysis using pre- and post- assessment methodology and ROI model

- Collaborates with the Operations team to ensure that competence gaps are filled

- Ensures knowledge of business issues is current

- Identifies trends and common challenges and makes recommendations for solutions in collaboration

- Proposes solutions to fill any identified gaps in competence as a result of identifying common trends across CSD


- 15 - 18 years training experience, at least 5 years in heading a training team

- Content Authoring, Management of Content Repository, Exposure to user access controls

- Training need identification and analysis

- Experience in L&D governance and monitoring

- Experience in L&D assessment & evaluation

- Experience in managing training in distributed geography operations

- Experience in Training Life cycle management, Operationalization and Integration

- Excellent Business & Customer Service orientation

Women-friendly workplace:

Maternity and Paternity Benefits

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