General Manager - Learning & Development - Telecom/BFSI/Retail/FMCG/Hospitality

The purpose of this position is to take accountability for training operations pan-India for own employees and channel related operations through optimization of resources, efficiency management and process management in order to meet internal training requirements

Key Responsibilities :

Training Operations Management :

- Primary responsibility to assist Training Head in managing training operations pan-India for own employees and channel related operations

- Assist the Head Training in developing an annual budget to meet required targets

- Partnership management for training operations pan-India and SLA implementation

- Assist in the recruitment and management of contracted trainers/assessors in line with operational standards, and ensure the required qualifications and vocational competencies are held prior to any appointment to deliver a training course/workshop or service

- Liaise with Training Leads to ensure conduct of training sessions as per schedules and calendar across all businesses/ service channels and geography locations

- Drive conduct of timely train-the-trainer sessions for partners/employees wherever relevant

- Regulate and monitor training activities in the regional contact centers and distributed CSD administrative units at city/locality level (DCCs)

- Lead the coordination for making training facilities and resources

- Ensure consistent learning experience across training recipients will including contact center agents, customer acquisition support staff, field force for Home operations, online service support personnel and CSD Leads (at city level) ensuring customer experience management across all service touch-points (including stores)

- Review the adherence to the training effectiveness parameters - and undertake corrective actions based on feedback from Training Measurement & Certification

- Spearhead initiatives to improve performance and increase efficiency of the training function

- Ensure learning technologies and standards are adhered to

- Monitor Dashboards for special projects to ensure projects are researched, planned, monitored and completed on time to quality standards

- Make recommendations on tools & resources such as business simulations, on-line learning resources or distance communication that will continuously improve management pathways

- Liaise with the regional and contact center-wise coordinators for feedback on any specific requirements/ resolve any issues

- Chart-out the infrastructure requirements and strive to improve the investment focus- investment that will minimize maintenance costs

- Ensure resolution of any conflicts that may arise between stakeholders (internal or external) during the deployment of training processes

- Achieve economies of scale by streamlining learning programs that are redundant or propagate conflicting standards across the organization

People Management :

Leadership :

- Leads by example in living the values of the organization

- Ensures the department is fully equipped to handle the work load and distribute work flow

- Coaches to ensure a full understanding of consequences of errors

- Creates an environment that fosters team work and co-operation amongst team members

- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

- Communicates effectively, building and maintaining relationships

- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

- Ensures appropriate staffing and action accordingly

- Identifies need for creation of position and forward recommendation to direct manager and HR

- Ensures appointments are in line with EE targets / strategy

- Selects and places candidates in terms of agreed recruitment and selection process

Retention :

- Develops and empowers people, recognizing and rewarding value-added performance

Training and Development :

- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

- Monitors implementation of training needs as per individual development plans

- Identifies, manages and develops talent

Performance Management :

- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs

- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Key Result Areas :

- Readiness of training architecture

- Adherence to the Training calendar & achievement of training man-hours for the business

- Achievement of the scores of training effectiveness feedback

- Design of Training Reporting and Analysis Framework

- On-time completion of all Training analysis and reporting

Educational Qualifications :

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) - Post-Graduation

- MBA preferred

Years of Experience (minimum & maximum) 12-18 years

Experience in Telecom, Banking, FMCG, Retail, Hospitality Industry preferred

Knowledge & Skills :

- 12-18 years training experience, at least 3 years in senior management role heading a functional training team

- Experience in managing training in distributed geography operations

- Experience in Training Life cycle management, Operationalization and Integration

- Excellent Business & Customer Service orientation