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 setting
- Managing internal customers and teams

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Asst. Manager - CUSTOMER SERVICE & OPS SC (Mumbai)
🏢 ICICI Prudential Life
📍 Mumbai