Circle Training Head - Telecom/Hospitality/Retail/Airlines

Circle Training Head

Role Purpose :

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

- Meeting Company's Service - Training soft-skill norms as set in the - Train the Trainer- Module.

- Meeting & exceeding company's service training norms on training quality & effectiveness as set in the - Training Process Manual-

- Delivering effective training to 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 organisation Training performance

Essence Of Role - Key Accountabilities :

Training Deployment & Administration Induction Training :

- 100% adherence to all new hire employees with 85% certification scores/batch

- Trainer Certification

- Field Visit

- Training Infra at SP & In house

- Organisation Tales Program

- Training MIS/Reporting

Knowledge Management - Management of organisation Help & Induction Content :

- Drive organisation help Utilization

- iLearn maintenance

- Knowledge Test

- Refresher Training - TNI + Content

- Corporate Initiatives, Reduction in Training time, New Content development

Partner Management Managing Training Performance :

- Organisation Tales Program

- SP Score Card

Trainer Development Trainer Audit :

- Developmental Workshop

- Recognition

- Best Trainer

Role Dimensions :

Financial : Limits/Mandates etc

Non Financial :

- Circle Training Budget/Trainer Cost - Quality/Productivity of Trainees

- Training Man-days

- Responsible for - Training Budget- for CS department @ circle, including resource planning and training content and delivery.

- Ensuring training contracts /agreements deliver best value. - Direct reportees depend on circle size (Trainer ratio as per no of people on roll)

Typical Outputs :

Key Performance Area(s) :

Training Deployment and administration :

a) Induction training programs

b) Trainer certification

c) Time to proficiency of new learners

d) Training MIS/ Reporting

e) New/Revised product, systems and skills training rollout at circles ROI (ex : VMS, ADVMS, Xsell, sales trg, O/B, Retention, B/O, Enterprise etc)

f) Field visit (Service points) g.Training infra at VF and all partner locations h.Transalation of national curriculums i. Organisation tales program

Increase cross-functional contributions :

a) 100% adherence to all new hire employee certifications. Min of 85% certification scores/batch

b) All trainers certified by VF-June`09. Only VF "TTT" certified trainers used for training delivery at VF & partner locations

c) Internal audit- =80%, C-Sat- =95%, tagging accuracy- =97% & productivity - 40/day of new hires(first month performance)

d) Timely reporting of training MIS, performance to corporate (Latest by 5th every month)

e) 100% Adherence to corporate training,use of content. Min of 85% certification score in all training sessions. X% increase in output metrics (will be decided post pilot of training solution ex: 2% increase in VAS revenues)

f) Min.2 visit/month to VS/ VMS/ADVMS in 2009

g) Training infra audit- 1 facility/quarter at all VF locations

h) ADVMS training curriculum in local language- Sep`09

i) 10% Tales contribution of circle to be from cross functional groups outside of CS. Minimum of 3 National Service Champions from circle during the year

Knowledge Management :

- Management of Organisation Help & Induction content

a) Maintain accuracy of local information

b) Drive V Help utilization in new groups like O/B, Retention, B/O

- iLearn,LMS Administration and Maintenance

- Knowledge tests

- Refresher Training

- Contribution to Corporate Training initiatives and project management at circles

- Reduction in Training time ( QRC Pre,Post Paid)

New content development & Pilot ( XSell, O/B, Retention, Soft skills, Dealer Help desk, Enterprise training) :

Organisation Help/Induction content :

a) Zero fatal errors in local content on organisation Help and new hire curriculum ( Audit scores)

b) Establish access to VMS, O/B partners, retention and acheive 80% utilization by Q4`09.5% increase in utilization in CC, Stores.

- 100% adherence to national LMS norms and timelines(Maintenance of local content, question banks, assessments, and learner data on LMS).All I/B, Stores employees on iLearn

- 5 % Increase in the Product knowledge scores (from YTD 2008-09 scores of circle). 1 test/month per VS/VMS/ADVMS/BO/Retention/OB executive.

- Monthly training needs analysis and refresher training for the bottom 20%. (VS/VMS/ADVMS,BO, OB, Retention, etc)10% increase in knowledge scores of agents

- Timely roll out of new product, process, skill based training solutions at circles per corp. timelines. Active participation/engagement of self/team in at least three Corporate Training initiatives(core team) across the listed areas during the year.

Partner management :

- Managing training performance at partner locations

- Organisation tales program :

a) Improve quality of stories submitted

b) Increase cross-functional contributions

c) Lead corporate engagement initiatives at partner locations

SP score card :

- Partner Management :

a) Min of 1 visit/training review per partner/month ( I/B, O/B)

b) 100% adherence to organisation training and Infrastructure norms by partners. Re-certification of Training, Infrastructure by TMs -Twice/Partner location/year

- Organisation Tales :

- Minimum 50% Tales contribution of circle to be from SP

- Min of 80% penetration at partner locations in the circle(ex: Xtra Mile, Tales book launch)

- To be among the top 2 circles YTD in SP score card .

Trainer Development a. Trainer skill development and re-certification :

- Trainer recognition

- Re-certification of all VF circle trainers (Twice/Year)- June`09, Jan`10.

- Identify skill development for circle trainers & complete 2 trainer development workshop by March`10 b. 1 Best Trainer Award/quarter for the circle

Personal Specifications :

Technical Skills :

- Adult Learning Management Certification

- IFDP TTT Certification

Professional Skills :

- Excellent Presentation Skills

- Basic Content management skills

- Team management & people-development skills

Previous Job Related Experience :

- Overall experience of 5-8 years, with at least 2-3 years in service and service-training. - Experience in telecom, hospitality, retail, airlines

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

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.

Competency Map :

Global Performance Drivers :

Functional Skills :

- Product & Process Knowledge

- Strategic Orientation

- Result Oriented

- Man management

- System approach to Problem assessment & solving

- Overall experience of 5-8 years, with at least 2-3 years in service

- Excellent Presentation Skills

- Basic Content management skills

- Team management & people-development skills