Vodafone Idea , Vice President,Head , Customer Service Training

  • 15-20 yrs
  • Not Disclosed

Job Description

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 strategy3. 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,AccountabilitiesImpact on the Business :1. Quality of trained resource, impact on learning curve and productivity | 30 day Quality2. CXX and TNPS3. Drive speed to market , Frontline readinessCustomers Suppliers and Third parties :1. Training KPI's and metrics2. 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 outcomes2. 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 basis3. Channel Partner Training Organization upskilling in line with Vodafone Idea Training strategyInnovation and Change :1. Champion simplified learning solutions to augment frontline performance and ease of learning via digital solutions2. 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 partnersCore Competencies, Knowledge, Experience1. Customer sensitivity & Service mind,set2. Excellent communication, facilitation & Presentation skills3. Leadership Skills and people management4. Core knowledge of Training pedagogies, principles, Systems5. Content development & Design as per Training principles and framework6. Understanding of CSAT, NPS , COPCMust have technical , professional qualifications1. Graduate , Post Graduate2. Instructional Design Certification |New Age content building expertise3. Certified Facilitation delivery skills4. Sound knowledge of ALT ( Adult Learning Theory)5. Behavioral , OD certifications ( Preferred)6. Experience in Telecom, BFSI, Service & hospitality Industry7. 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 initiativesYears of Experience18 , 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.