Trainer -soft Skill and Retail

1 week ago

Ahmedabad, Gujarat, India Sumathi Corporate Services Pvt Ltd Full time

Learning & Development:

  • Identification, Design, Delivery & Management of Customer Service & Behavioural Training programs.
  • Assist with the implementation and measurement of Training outcomes.
  • Track Functional Training to ensure compliance.
  • Service Orientation:
  • Align learning and implementation of service delivery to the organization's Service Goals.
-
Organisation Development Initiatives:

  • Identify people's potential and facilitate development through structured learning schedules including enrolment for enhanced programs at reputed B schools; track progress against specific milestones.
  • Encourage alternate learning methods such as coaching, shadowing, buddy system, and mentoring to support classroom learning.
  • Facilitate a sustained highperformance culture through defined initiatives.
-
Engagement:

  • Design and facilitate engagement activities as per the calendar
  • Drive the communication calendar effectively

Learning and
Service Orientation:

1.

Training Needs Identification:

  • Understand training requirements and expected outcomes through the performance management system. Seek one on one employee/ reporting head expectations, and validate with Department/ Unit heads.
  • Review training needs half yearly with critical stakeholders to ensure programs are relevant.

2.

Develop Content:

  • Based on training needs analysis, design & develop customized training programs along with the unit trainers.
  • Ensure that it includes Quality Initiatives Objectives in the program design, creating a seamless compliance model.
  • Create a Training Handbook which will capture the topic, objectives, outcomes, audience and duration of the program.
  • Map the modules to the employees and share with the concerned stakeholders.

3.

Training Calendar:

  • To ensure that the Annual Training Calendar for all units are assigned with behavioural and functional trainings.
  • Drive and contribute to the Training Calendar for each location; ensure timely and cost effective implementations.
  • Ensure adherence; track attendance and highlight outliers.

4.

Training Delivery:

  • Engage, inspire and influence participants; create a learning culture, where employees see value in the organic programs.
  • Practice updated training delivery methodologies, using updated tools and medium.
  • Partner with Unit HR to ensure Day 1 of induction program for every new employee is memorable and impactful ensure modules on Service Excellence, Grooming Etiquette and Communication is conducted on the first Day.
  • Ensure adherence to the Induction plan at Department level.

5.

Training Effectiveness Measurement:

  • Identify and implement a robust feedback mechanism to evaluate training effectiveness
(eg:

360 degree assessment - 30 days post the training module from self, HOD and trainer or Unit HR).

  • Monitor the Patient Feedback and NPS across the group and initiate appropriate interventions to meet & exceed Customer Expectations.

6.

Employee Relationship Management:

  • Interact with frontline teams to ensure service delivery meet customer expectations.
  • Provide feedback, coaching & development opportunities to maximize potential and enhance job potential.
  • Meet with participants offline to review learning progress and program effectiveness.
  • Keep track of employees participating in training and their growth and share feedback with the heads as and when required.
  • Devise individual learning plans/performance action plan when required.
  • Address & resolve training related issues through discussion.
  • Works with managers to address learning issues, instruction challenges, or new educational needs regarding specific employees or departments.

7.

Organisation Development:

  • To assist with initiatives to foster a high performance culture, where performance excellence, learning and continuous improvement represent the ethos of the organisation.
  • To support specific people development initiatives that focus on succession planning, career development and employee growth
  • To identify organisational improvement opportunities through internal surveys, understand external industry best practices and suggest practices to enhance the culture.
  • Lead the implementation of approved OD initiatives; to commission and manage additional internal or external resources as and when required order, ensuring costeffective delivery.
  • To facilitate inhouse events (e.g. workshops, away days) as required.

8.

Engagement & Employee Communication:

  • Design and support engagement plans; ensure implementation of initiatives across hospitals.
  • Ensure such plans are effective and fulfil their objectives.
  • Creation of a Communication Calendar for Corporate and Units, define the periodicity of communication, the content and the messages.
  • Continuous flow of information pertaining to organizational issues focus areas; developments; achievements etc.
  • Liaise with branding to execute the Employee Brand Building Pl

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