Vodafone Idea - Vice President/Head - Customer Service Training

Job Purpose :

1. Lead, manage and drive for Pan India Training & People capability strategic priorities with a focus on - on-boarding, skill development, Channel partner management and Customer excellence.

2. Strategize, Build, design and deploy People capability and culture initiatives that achieve organizational strategic objectives for Customer Service, Retail and Collections business units in line with Organization strategy

3. Responsible for training delivery operations, budgeting & content management, skill development, capability development & productivity enhancement across the frontline lifecycle of internal resources and channel partners.

Key Result Areas/Accountabilities :

Impact on the Business :

1. Quality of trained resource- impact on learning curve and productivity | 30 day Quality

2. CXX and TNPS

3. Drive speed to market - Frontline readiness

Customers Suppliers and Third parties :

1. Training KPI's and metrics

2. Quality (TNPS)

3. Operations (Call canter, Back office, Digital (Chat & Socio) Credit & Collections and Stores)

Leadership and Teamwork :

1. Manage performance & functionally lead training heads of all circles and clusters ( partner operations) pan India and act as a functional client for all partner training teams at outsourced service centers and own training delivery and outcomes

2. Designing and execution of People Capability initiatives for Frontline upskilling, Partner and in-house capability building programs : Best Practice sharing etc. with training delivery vendors on a need basis

3. Channel Partner Training Organization upskilling in line with Vodafone Idea Training strategy

Innovation and Change :

1. Champion simplified learning solutions to augment frontline performance and ease of learning via digital solutions

2. Learning Management systems - Maintain single Hub of knowledge repository and constantly upgrade and improve.

3. Training Management Process and Policy to be kept relevant to learning needs. Seamless and up to date communication of Training guidelines, strategy, procedures with all Channel partner training organizations, Internal training teams and vendor partners

Core Competencies, Knowledge, Experience :

1. Customer sensitivity & Service mind-set

2. Excellent communication, facilitation & Presentation skills

3. Leadership Skills and people management

4. Core knowledge of Training pedagogies, principles, Systems

5. Content development & Design as per Training principles and framework

6. Understanding of CSAT, NPS , COPC

Must have technical / professional qualifications :

1. Graduate / Post Graduate

2. Instructional Design Certification |New Age content building expertise

3. Certified Facilitation delivery skills

4. Sound knowledge of ALT ( Adult Learning Theory)

5. Behavioral / OD certifications ( Preferred)

6. Experience in Telecom, BFSI, Service & hospitality Industry

7. Experience in working on training tools and technology (KMS/LMS, Articulate, Gamification)

8. Should have led L&D or Training teams and implemented large strategic initiatives

Years of Experience :

- 18 - 20 years with at least 5-7 years in a service industry and min of 5 years in a leadership role and experience in leading Training operations / building training capabilities for mid to large organizations.