Description
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

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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 / FT

📌 SRV_Service Excellence_22 (Uttar Pradesh)
🏢 Havells
📍 Uttar Pradesh