Godrej Properties - Manager/Senior Manager - Training

Key Responsibilities:

Job Description:

- Develop, execute, and improve the effectiveness of communication templates for various customer interactions.

- Conduct training needs analysis and collaborate with zonal teams to identify communication skill gaps.

- Research content, create training outlines, develop training materials, design evaluations, and assess knowledge.

- Effectively communicate and train zonal teams on improving customer communications.

Essential Skills:

- Writing, editing, proofreading, layout and design, professional printing/publishing, and verbal presentation of concepts.

- Excellent organizational, planning, project management, and time management skills.

- High creativity and latitude.

- Strong understanding of current digital tools to enhance frontline productivity or efficacy.

- Self-motivated with a positive, professional approach to management.

Job Responsibilities:

- Ensure successful execution of training needs.

- Measure the effectiveness of training programs.

- Conduct ongoing observations of relationship managers, providing guidance, mentoring, and performance improvement support.

- Report progress and pending trainings to the HO Team.

- Regularly review content and communications to incorporate updates.

- Participate in internal calibrations and cross-functional/region best practice sharing.

- Conduct refresher training based on Training Needs Identification (TNI).

- Manage knowledge checks for new hires and production staff.

- Focus on improving performance, process efficiency, and compliance of zonal teams.

- Bridge performance gaps between current and desired performance metrics.

- Oversee all external customer communications for the region, ensuring consistency and engagement with brand guidelines.

Knowledge, Skills, and Abilities:

- Bachelor's or Master's degree in Communications, Training & Development, Human Resources, Business Administration, or a related field.

- Strong written and verbal communication and presentation skills in English.

- Regional language proficiency is an added plus.

- Customer/client handling skills.

- Familiarity with modern, adult, and accelerated training techniques and tools.

- Ability to develop training modules and materials tailored to specific processes.

- Experience in conducting interactive training sessions and workshops.

- 1-4 years of experience in training.

- Ability to take full ownership of assigned projects and work independently.

- Ability to manage multiple projects simultaneously.

- Sense of urgency, self-motivation, and attention to detail.

- Strong interpersonal skills and ability to build collaborative relationships.

- Proactive in conducting process audits and recommending changes to SOPs to improve customer experience, resolve problems, and manage escalations reported to senior management or social networks.