Training Head - Customer Service Delivery

Training Head - CSD

We are hiring Manager - Head Training-Customer Service Delivery.

Location : Mumbai

Professional Qualification : Preferably - MBA/Graduation.

Professional experience of around : 15-20 Years

No of position : 1

- The Purpose of this role is to provides leadership to execute the care L&D organizations strategy and philosophy, develops guidelines, norms and SLAs for ensuring standardized and consistent deployment; monitors its adherence.

- The learning and development strategy in a right blend of physical and digital engagements. Understands the plans and priorities of the other L&D verticals, derives implication on the governance/ monitoring vis- -vis the organization and L&D objectives

- Create & implement Social Media Care process to support new product launches. Continuous

- 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

Requirements :

- 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.