Key result areas: Service Actors Partners: L3 Excellence Centers - approx. 1000 Employees at partners: CCO - 2000+ Customer Care Officers Junior Technicians - 2000+ Master Technicians - 1000, senior employees responsible for knowledge &amp; skill development of partner employees Team Leads - 1000 Employees: Area Service Managers (ASM) - 93+, Responsible for operations and P&amp;L of 10-12 service partners each Business Unit Service Managers - 20, leading a team of 5-6 ASMs Technical Help Desk team &amp; Call Centre team comprising of Trainers, Managers and Executives - approx. 50 (Third party employees) National Team - approx. 100 at various levels Culture - Building the right culture - Define and deploy process for reinforcement of culture for all Service actors through calendared events - Define and deploy the process for training reporting managers on cultural reinforcement in their teams Knowledge Processes: Creation / Revision and execution - Create and revise the KLCM processes for relevant service actors. Processes include: Induction, promotions, competency/knowledge assessments, trainings, development interventions, reward and penalty systems etc. - Design and deployment of regular quizzes /knowledge assessments as per fixed calendar. - Deployment of all KLCM processes as per fixed calendar. Alignment of relevant stakeholders on the process and enlisting their regular support on running the same. - Ensure regular feedback and suggest / implement process improvements. - Regular market visits and interaction with service actors to assess the effectiveness of processes. - Deployment and Management of e-learning for the relevant service actors. Competency Development and Talent Management - Regular process for leadership / functional competency assessment of relevant service actors through deployment of appropriate assessment tools. - Execution of regular promotion process for relevant service actors to next level roles. - Design and deploy the assessment development centers (ADC) tools like Case Studies, Role Plays, In-tray exercises, GDs etc. Assessment sheets etc. - Preparation of Individual development action plans basis the ADCs results to aid in role change and development. - Identification and development of talent pool for the relevant roles. Performance based TNI &amp; training - Review and deploy process for TNI based on individual performance, knowledge scores, Competency Assessment reports and other relevant audit and measurement mechanism. - Design and deployment of required trainings basis TNI by internal/external trainers. - Finalize content based on identified training needs for service actors. - Scouting vendors for training need execution and facilitate in their evaluation and onboarding. - Measurement of training effectiveness by analyzing the feedback and calculating ROI basis output parameters. IT Automations - Work on IT automation to measure various performance matrixes Desired Attributes: - Demonstrate personal drive to learn and evolve - Interest in training and development - Interest in design and improvement of processes - Preference given to people with - Six Sigma Black Belt- and - Understanding of SAP- - Strong communication and presentation skills - Well versed in MS Power Point, MS Excel, MS word - Experience of creating learning and development tools - Should have worked on designing of learning processes in last 1 year

Noida

Lava International - Manager - Service Capability Development 

Lava International - Manager - Service Capability Development  ,Job Description for Lava International - Manager - Service Capability Development  in Lava International in  Noida for (2-3) years of experience. Apply Now!

Job Description for Lava International - Manager - Service Capability Development  in Lava International in  Noida for (2-3) years of experience. Apply Now!