Designation: Assistant Manager or Manager Learning and Development

Role:

Manage/Plan/Conduct Learning and Development initiatives for Member Experience Management (MEM) Team and its Stakeholders as per the requirement of Business/ SE-MEM

leadership.

Key Responsibilities:

• Manage/Plan/Conduct NHO training for new Joiners in MEM Function as per the designed cadence of MEM L&D
• Manage/Plan/Conduct Refreshers for MEM and its Stakeholders as per the Business requirement / SE-MEM leadership.
• Own monthly training calendar and circulate to stakeholders before the start of month.
• Manage Briefing sessions and its communication to stakeholders as per business requirement in timely manner.
• Develop and update Rebuttals, Scripts, canned responses, and member communications in accordance with business requirement in timely manner.
• Develop and update KMS for the MEM processes for easy first-hand information to the stakeholders.
• Conduct PKT at regular cadence for the MEM staff and CCS partner support staff and communicate results in timely manner.
• Ensure Training Deck is updated in timely manner.
• Delivery any other task assigned by SE/MEM Leadership in timely manner.
• Prepare and update Weekly DB / Monthly DB and others reports as per the requirement from SE/MEM leadership.
• Collaborate with CCS to understand the training requirements by continuous engagement with Agents/QAs/Trainers and other stakeholders.
• Monitor the Training intervention at CCS and collaborate with them to improve effectiveness and efficiency of CCS.
• Ensure Business Metrics are positively impacted and continuously improving.

Desired Candidate Profile:

• Min 5 years experience in training people on customer service/satisfaction, contact centre, process improvement and quality.
• Strong hands-on proficiency in languages (English and Hindi)
• Experience in digitalisation of Learning and development
• Knowledge of basic quality tools