Key Responsibilities The role will be responsible for designing, implementing, and evaluating learning interventions that enhance employee performance, improve customer experience and support business objectives

- Conduct Training Needs Identification (TNI) through stakeholder discussions, performance analysis, quality metrics, customer feedback and process changes.
- Facilitate induction training, assessment and certification for new joiners and existing Customer Service and Operations team members
- Drive continuous capability enhancement to improve operational excellence and customer satisfaction and drive First time right
- Deploy learning programs including classroom, virtual, e-learning and instructor-led sessions
- Drive vendor capability building by conducting training programs for vendor staff




- Measure training effectiveness using learning KPIs, assessment scores and business impact
- Create monthly training calendars
- Responsible for Training MIS and Analytics – correlation of learning and impact of training on business metrics.

Qualifications Education & Experience Graduate with min 2-3 years of work experience Skills & Attributes

- Analytical skills with Good written and spoken English
- Excellent knowledge of MS Office
- Excellent facilitation, presentation, communication, and influencing skills.
- Ability to manage multiple learning initiatives simultaneously in a fast-paced workplace
- Managing internal customers and teams

📌 Asst. Manager - CUSTOMER SERVICE & OPS SC (Mumbai)
🏢 ICICI PRUDENTIAL LIFE INSURANCE
📍 Mumbai