The role is responsible for driving capability development and performance management across the field of service organization. The incumbent will define capability strategies, strengthen technical and behavioral competencies, institutionalize performance measurement through MIS & analytics, and drive continuous improvement initiatives that enhance field productivity, service quality and customer outcomes.
The role will work in close collaboration with HR Capability for learning governance and facilitation, while owning the business capability agenda for the Service function.
1. Capability Strategy & Learning Transformation
- Develop the annual capability roadmap aligned to business priorities and service strategy.
- Define competency frameworks and learning journeys for technicians
- Design and govern technical, product, behavioural learning interventions.
- Partner with HR to drive digital learning transformation, knowledge repositories and AI-enabled learning tools.
2. Capability Deployment & Governance
- Build and monitor the annual training calendar across regions.
- Ensure timely execution, coverage and effectiveness of capability programs in collaboration with HR Capability and regional service teams.
- Standardize training content, assessments and certifications.
- Establish governance mechanisms to track completion and improvement
3. Performance Management, MIS & Analytics
- Own capability and service performance dashboards for leadership.
- Develop MIS to monitor technician productivity, engineer grading and operational KPIs.
- Analyze trends to identify capability gaps impacting productivity and customer experience.
4. Capability Excellence Programs
- Lead Engineer Grading & Certification Program.
- Lead Samrudhi Development Program.
- Drive Current Product Launch Readiness.
- Drive Train-the-Trainer Program.
- Drive Recognition & Capability Reward Programs.
5. Cross Functional
📌 Manager - Service Capability Development (Mumbai)
🏢 Crompton Greaves Consumer Electricals
📍 Mumbai
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