Head - Training - Customer Service

Head Training (Customer Service)

We have an Opportunity for : Head Training (Customer Service) based out of Mumbai handling Pan India with a leading MNC Giant.

Please find enclosed a brief of the Job opportunity.

Position : Head Training (Customer Service)

Company : A leading MNC Giant

Location : Mumbai

Qualification : Graduate / MBA

Experience : 15 to 20 yrs

CTC : Open

Direct reportees : Around 150 Training Professionals.

Role purpose :

- To provide functional leadership to the Training function and identify, build, implement and measure ROI for all learning and capability development initiatives for the customer service work group.

- To align all learning outcomes to business and functional objectives of the Organisations Customer Service -namely revenue enhancement and providing best in class customer experience.

- The role will manage learning needs for 20,000 learners across Retail, Outbound, Inbound, Data call centres, back office, retention and relations group etc.

- The role will own a complex team with varied and diverse domain skills (content design, training delivery, Mobile internet expertise, learning automation & knowledge management and analytics across all service channels)

- The role will also functionally lead training heads of all regions pan India via a dotted line and act as a functional client for all partner training heads at outsourced service centres and own training delivery and outcome thereof.

People Capability Strategy & Building :

- Build & deploy People capability strategy for CS/Retail in line with group strategy to develop business centric learning solutions

Vendor Management :

- To manage multiple BPO partners and own training/knowledge delivery through over 150 plus trainer head count at contact centers for over 15000 front line at outsourced centers.

Define Process Flow :

- Create and Institute people processes,knowledge /skilling/assessing systems from hiring to performance to reward & recognition

People & Leadership Development :

- Own and lead a very diverse corporate team with varied and deep domain skills & SME (content design, training delivery, Mobile internet expertise, learning automation & knowledge management) Responsible for hiring and performance evaluation of the team.

- The role will also manage performance & functionally lead training heads of all circles pan India via a dotted line and act as a functional client for all partner training team

Stakeholder Engagement :

- Engage with Regional Heads & all Corp commercial leaders, peers and business heads /CS heads to influence and drive people capability agenda as a key lever to deliver superior customer experience

Core competencies, knowledge and experience / Key Performance Indicators :

- Ensure market leading ranking for the Organisation via world-class customer interactions

- Deliver as per front line training roadmap on all product/knowledge/skill areas

- Customer satisfaction & Getting help metrics above market targets

- Up sell/cross sell revenue at retail and Call centers as per organisation targets

Kumar
CEO