Assistant Manager , Learning & Development , FMCG,IT,ITeS

  • 10-20 yrs
  • Not Disclosed

Job Description

We are looking out for an Assistant Manager , Learning, and Development with a TOP BrandLocation : BangaloreROLE PURPOSE :Head of Learning & Development is required to develop and implement Learning & Development strategy that facilitates and drives individual development and capacity building in line with organizational requirements, across all BUs. The position will involve effective collaboration with different functions to ensure the achievement of individual, functional and organizational goals. This role also requires the individual to excel at Program Management skills for effectively driving multiple enterprise,level projects at the same time.MAJOR PURPOSE OF THE JOB :1. To ensure that we have best,in,class training content, systems, and enablers thereby improving training effectiveness.2. Bespoke training solutions suiting all BUs, in line with the Organization's goal of having Omni Channel Presence 3. Plan the training strategy & align Brand's Service Delivery partners to execute the same for achieving the org's customer experience goals4. Define a Training model for achieving operational excellence that ensures we provide a seamless customer experience across all stages and touchpoints in a customer journey5. Define a framework for measuring the performance of customer,facing teams and define training SLAs & governance6. Maintain SOPs, conduct periodic reviews, and coordinate initiation,revision of processes as necessary7. Work with a cross,functional team in various business units to drive initiatives end,to,end and co,create programs,plans.8. Evaluate the effectiveness of training modules, workshops, etc. and recommend,implement improvements based on Balanced Scorecard principles9. Be the proponent of customer experience across the org , drive cross,functional training initiatives to improve customer experience through process changes, product development, and other new initiatives10. Be in the know of the latest industry developments, CX best practices, quality tools, training, LMS, Auditing platform, and recommend strategies for continuous improvementESSENCE OF ROLE :Key accountabilities :Impact on the business This is a key position that will own Change Management and Training Effectiveness of Brands Service Delivery partners. This position also ensures a standardized Learning and Development framework across Business Units which would lead the customer service team to align with the organizational goals., Customers, suppliers, and third parties , OPS team, Partner Corporate SE Team, Centre Service Excellence Team, Partner Centre Service Excellence Team, L & D Team of Partner and the Brand, Business Excellence Team, Commercial, IT & Business Intelligence Team, HR Team, Marketing and Communications Team Leadership and teamwork :, Mentor Training Leads and Regional training Managers to continuously raise the bar of Training standards., Set Framework and Guidelines for the Training Team, Guide the team to continuously explore various ways of creating content, improve the training efficacy and efficiency thereby and Improving customer experience, Collaborate with Rest of OSSG & CO, Partner Training teams to improve training tools, content, SOPs, Metrics Management using Automation and Technology, Innovation and change : Align with the rest of the OSSG team and solving Operational , Process level issues , Explore Opportunities and methodologies that can be implemented for improving the customer experienceKnowledge and experience :, Analytical and Problem,Solving skills (DMAIC, Regression Analysis, etc.), Excellent at Excel and Powerpoint , Knowledge of Training Methodologies (Kirkpatrick Model, VAK, Kaufman's Five level of Evaluation), Good Product & Process Knowledge, Partner ManagementCommunication :, Excellent formal and informal communication skills with internal and external stakeholders, Review business partners for alignment to business needs, at least once a month., Best practice sharing and calibration with other teamsFUNCTIONAL SKILLS :, Understands business changes,challenges and has the ability to identify support requirements to achieve business objectives., Should have an eye for details and be meticulous in his,her approach. , Results or Goal focused,oriented , Business acumen , Understands business & priorities, Planning & execution skills, Ability to motivate the team and developing , mentor,coach the team, Critical thinking skills, Ability to influence & negotiate, Speed of action and willingness to change, Ability to resolve conflicting situations, Proven experience in change and risk management, Ability to prioritize and execute tasks in a high,pressure environment, Adept at working both independently and in a team,oriented, collaborative environment