General Manager/Lead - Training Compliance & Governance - Telecom

Lead - Training Compliance & Governance(General Manager)

Reporting to : Head -Customer Service Training

The purpose of this position is to develop, review and maintain the L&D Assessment & Impact evaluation Strategies across all layers of customer service. In addition this role will oversee the compliance to statutory laws and standards set by the company for all collaborations and partnerships that the L&D function enters into for training content development, delivery, assessments and certifications

Key Responsibilities :

Assessment Management :

- Develop, review and maintain the L&D Assessment & Impact evaluation Strategies across levels

- Create certification paradigms and measurement tools to provide training effectiveness assessment across Job roles and levels

- Design frame-work and tools to measure training effectiveness for training programs being conducted pan-India for different CSD organization roles

- Design and execute training effectiveness questionnaire and feedback

- Correlate training effectiveness with customer/service satisfaction

- Check for validity and reliability of assessment framework being deployed

- Coordinate closely with the content design and training operations to further improve training effectiveness

- Develop feedback assessment frame-work and methodology

- Design coherent frameworks to improve training effectiveness spanning all activities from employee recruitment to customer satisfaction

- Develop, review and maintain Trainer Matrices across the faculty of trainers for CSD

- Monitor the conduct of assessments to ensure execution is as per plan

- Conduct in-house moderation sessions among assessors who conduct the same assessments when required

- Conduct periodic feedback sessions with a sample population of assessors and assesses to get on-ground insights into the effectiveness of the system

Learning Governance Management :

- Design and update the Governance Framework for company's distributed learning environment

- Oversee the compliance to statutory laws and standards set by Jio for all collaborations and partnerships that the L&D function enters into for training content development, delivery, assessments and certifications

- Review the policies that form the backbone of the L&D function for compliance and ensure any deviations are set right

- Conduct L&D process reviews to ensure alignment to overall philosophy as well as compliance with organization wide standards

- Conduct in-house review of all L&D metrics of customer service to ensure they are aligned to the core values of the customer service organization

- Conduct internal audits for the function and record all instances of deviations from standards/laws. Follow up to ensure audit findings are acted upon in time

Key Result Areas :

- Design of Assessment & Certification Framework (including Technology to be leveraged)

- Completion of all L&D assessment & evaluation activities

- Achievement of the scores of training effectiveness and impact evaluations

- Design of L&D Governance & Monitoring Framework

- Adherence to the L&D governance & monitoring charter; number of audit findings for the L&D function

Educational Qualifications :

- Post-Graduation

- MBA preferred

- Six Sigma certification

Years of Experience (minimum & maximum) : 10-15 years

Knowledge & Skills :

- 10 - 12 years training experience, at least 3 years in senior management role in training team

- Experience in L&D governance and monitoring

- Experience in L&D assessment & evaluation

- Excellent Business & Customer Service orientation