Vodafone - Training Manager

Role Purpose :

Strategic Intent:

- To deliver a consistent and effective training to new joiners and current employees, keeping in line with the Vodafone Service Spirit, working towards continuous enhancement in quality & quantity of training performance.

Major purpose of the job :

- Ensuring that the training team is meeting Company's Service - Training soft-skill norms as set in the - Train the Trainer- Module.

- Managing the training team to ensure training delivery in line with Vodafone's service training norms on training quality & effectiveness as set in the - Training Process Manual-

- Ensuring adequate training resource and infrastructure is deployed to enable effective training-delivery.

- Consistently improve - return on training- by ensuring higher & better graduation scores of all trainees, induction as well as refreshers.

- Execute any other projects, tasks or activities required to align to national CS Training initiatives and to enhance Vodafone Training performance

Essence Of Role/Key Accountabilities :

- Impact on the Business - Quality of trained resource- impact on learning curve and productivity.

- Vodafone Culture and Quality- impact on C-Sat

- Customers Suppliers and Third Parties - Quality

- Operations (Call center, Back office and Stores)

- Leadership and Teamwork - Training Quality Feedback on training team & corrective action-plan with Outsourced Training Quality Monitoring Vendor, As and when required

- Designing & execution of - Train the trainer- sessions, Best practice sharing etc. with Training Delivery Vendors, on a Need basis.

- Innovation and Change - Learning Management systems (Vodafone Help, EasyTag etc) -Work with Training Core team to constantly upgrade and improve.

- Training Management Process and Policy to be kept relevant to learning needs- proactively interact with Training Core Group to ensure the same.

- Knowledge and Experience - Understanding of adult learning management principles or potential to do so.

- Ability to analyze training needs basis information/data across cross-functional groups.

- Ability to work in a matrixed environment

- Communication - Feedback & calibration with the internal Quality team, at least once a month

- Focus Group Discussion on Training to collate requirements on ops-floor with CS Operations Management Team, at least once a quarter.

- Discuss People related issues/requirements with HR & Admin, as & when required

- Experience in telecom, hospitality, retail, airlines

- Basic understanding of all functional areas in Customer Service, in particular and all other departments in general.

- Overall experience of 8-10 years, with at least 2-3 years in service

- Excellent Presentation Skills

- Basic Content management skills

- Team management & people-development skills

Desired attitudes or behaviors (competencies) :

- Articulate, Charming and Well groomed

- Service mindset

- Role model - leadership & achiever

- Facilitator & counselor

- Balance between process-orientation & learning management

Knowledge of specific areas :

- Good understanding of all functional areas in Customer Service, in particular and all other departments in general, especially required to manage - training needs analysis

People based experience :

- Should have managed a team independently.

- Ability to influence, convince.