Customer Service and Behavioral Training Manager

The ideal candidate will have the responsibility of designing, delivering and managing customer service and behavioral training programs. This includes identifying training needs, developing customized training programs, and ensuring their effective implementation.

Key Responsibilities:

• Learning & Development: The ideal candidate will be responsible for the design, delivery, and management of customer service and behavioral training programs. This includes identifying training needs, developing customized training programs, and ensuring their effective implementation.
• Service Orientation: The ideal candidate will align learning and implementation of service delivery to the organization's Service Goals.
• Organisation Development Initiatives: The ideal candidate will identify people potential and facilitate development through structured learning schedules, including enrollment for enhanced programs at reputed B schools.
• Engagement: The ideal candidate will design and facilitate engagement activities as per calendar and drive the communication calendar effectively.

Training Needs Identification:

The ideal candidate will understand training requirements and expected outcomes through the performance management system. They will seek one on one employee/reporting head expectations, validate with Department/Unit heads.

The ideal candidate will review training needs half yearly with critical stakeholders to ensure programs are relevant.

Develop Content:

The ideal candidate will design and develop customized training programs along with unit trainers. They will ensure that it includes Quality Initiatives Objectives in the program design, creating a seamless compliance model.

The ideal candidate will create a Training Handbook which will capture the topic, objectives, outcomes, audience, and duration of the program.

Training Calendar:

The ideal candidate will ensure that the Annual Training Calendar for all units is assigned with behavioural and functional trainings. They will drive and contribute to the Training Calendar for each location; ensure timely and cost-effective implementations.

Training Delivery:

The ideal candidate will engage, inspire, and influence participants; create a learning culture, where employees see value in the organic programs.

The ideal candidate will practice updated training delivery methodologies, using updated tools and medium.

The ideal candidate will partner with Unit HR to ensure Day 1 of induction program for every new employee is memorable and impactful - they will ensure modules on Service Excellence, Grooming Etiquette, and Communication is conducted on the first Day.

Training Effectiveness Measurement:

The ideal candidate will identify and implement a robust feedback mechanism to evaluate training effectiveness.

The ideal candidate will monitor the Patient Feedback and NPS across the group and initiate appropriate interventions to meet & exceed Customer Expectations.

Employee Relationship Management:

The ideal candidate will interact with frontline teams to ensure service delivery meets customer expectations.

The ideal candidate will provide feedback, coaching, and development opportunities to maximize potential and enhance job potential.

Organisation Development:

The ideal candidate will assist with initiatives to foster a high-performance culture, where performance excellence, learning, and continuous improvement represent the ethos of the organisation.

The ideal candidate will support specific people development initiatives that focus on succession planning, career development, and employee growth.

Engagement & Employee Communication:

The ideal candidate will design and support engagement plans; ensure implementation of initiatives across hospitals.

The ideal candidate will ensure such plans are effective and fulfill their objectives.

Administrative & MIS:

The ideal candidate will create the Training Budget; ensure appropriate utilization of the budget.

The ideal candidate will manage managers costs for all programs, productions, and publications in order to report to the organization.

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