Agm-training Operations

4 days ago

Mumbai Maharashtra, India Vodafone Idea Full time

Job Req ID: 45783
- Location: Mumbai, IN
- Function: Other
- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.
- **Organisation Structure**

Add/removes roles as required to capture the Organisation structure accurately
- **Job Purpose (In one or two sentences)**

The Corporate Training function is responsible for strategizing, developing, and managing the Learning Portal (ViSearch). The person be part of this team.

This role focuses on creating innovative, engaging, and user-friendly content for users 10k+ learners across various touchpoints, including Contact Centre (premium and mass), Retail, Back-office, Retention, Live Chat, and Social Media. The person will work towards continuous enhancement in quality & quantity of training performance and customer experience.
- **Key Accountabilities / Key Result Areas (Max 5)**

**Customer Experience Management via Training Delivery**
- Responsible **for timely and accurate content** development to support seamless launch of any new product, process and systems
- Plan **TTTs and deployment** approach for new product, process and systems in liaison with the deployment teams
- **Liaise with cross-functional teams** to close loop on any feedbacks received from the end user on the existing process and documents updated on Learning portal
- Collaborate with product teams, process owners, and marketing teams for **driving regular changes/updates**:

- Organize content in a user-friendly format that supports **quick discoverability** and **easy navigation** on the Learning Portal.
- Should have a strong understanding **of structured flowcharts and decision trees** to simplify processes and content, ensuring they are easy to understand and relevant to the topic
- Should have experience working on **training enhancement projects**, enabling them to add value by envisioning future learning needs and evolving content with improved designs.
- Regularly review and **maintain the content repository**, ensuring that documents are accurately updated and aligned with current business requirements.
- **Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)**

**Core competencies, knowledge and experience**:

- At least 8-10 years’ experience in the field of training, with min 4-5 years’ in training role covering both classroom and tutorial settings
- Should have Telecom experience
- Have experience in content writing, technical writing, or knowledge management, ideally in a customer service or technical environment.
- Excellent communication, presentation and time management skills
- Exceptional writing, editing, and proofreading skills.
- Ability to distill complex technical information into simple, user-friendly language.

**Must have technical/professional qualifications**:

- Bachelor’s degree required
- Proficiency in content management systems (CMS) and learning management systems (LMS).
- Familiarity with tools like Microsoft Office Suite, Google Docs, and other content collaboration platforms.
- Basic knowledge of process flows, system configurations, and product features related to the telecom industry (preferred)
- At least 3 - 4 years’ working knowledge of digital content creation tools like MS Office, Articulate Storyline 360 as well as collaboration software such as WebEx, etc. required
- **Key Performance Indicators (Max 5)**
- NHIP/ LCA Performance
- FTF, ASAT
- Redu

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