Key Responsibilities
1. National Training Strategy & Governance
* Define unified service training strategy for all brands
* Act as functional head for training teams
* Establish standard frameworks for curriculum, certification, and delivery
* Build a “Service Excellence Academy” model
2. Training Needs Identification (TNI)
* Drive structured TNI using:
* Repeat complaints, warranty trends, call center escalations
* Align training with business KPIs (FTR, NPS, TAT improvements)
* Develop annual and quarterly training roadmaps
3. Curriculum & Content Management
* Own end-to-end training content lifecycle across all line of business
* Develop:
* SOPs, troubleshooting guides, job aids, digital modules
* Convert technical inputs into technician-ready learning content
* Ensure content standardization across brands
4. OCR (On-Call Resolution) Enablement
* Build training capability for contact center agents:
* Remote diagnosis, guided troubleshooting
* Create:
* Call scripts, decision trees, knowledge base content
* Improve resolution without technician visit
5.
Training Delivery & Capability Build
* Enable blended learning (classroom, hands-on, digital, mobile-based)
* Drive Train-the-Trainer (TTT) for regional and partner trainers
* Manage inhouse + external training ecosystem
6. LMS & Digital Learning
* Own LMS and learning ecosystem:
* Development of LMS system, Content hosting, certifications, analytics
* Build digital knowledge repository for consumers, field & call center
resources
*
7. Assessment & Effectiveness
* Design certification framework (technicians + call center OCR)
* Measure impact using learning-to-performance linkage
* Continuously improve based on field feedback
8. Cross-Functional Collaboration
* Work with Field Service, Product, Quality, R&D;, Manufacturing, IT and Marcom
* Ensure training aligned with product changes and service challenges
Key KPIs
* Certification % & capability index
* Reduction in repeat complaints
* FTR / FTFR i
📌 SRV_Service Excellence_22 (Noida)
🏢 Havells
📍 Noida