Agm - Training

Job Req ID: 34365- 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.

**JOB PURPOSE**: Telecom is a dynamic business and in this competitive marketplace, speed to market and service experience is the differentiator. This role is responsible to empower the National Customer Service channels with timely, tailored knowledge to drive and develop the right skills and behaviour to deliver world class customer experience. This role is the single point of contact for a vast learner group of 40k+ learners, catering to 15+ lines of businesses, across multiple touch points for all new launches. S(he) will need to create relevant, simple, concise and engaging content which in turn would aid customer Experience, business growth and higher profitability. The role will involve creating, proof reading and developing smart content on process and product offerings which will get hosted on the knowledge repository

**OPERATION EXCELLENCE**:

- Project manage learning and development initiatives including coordination of logistics, managing materials and providing a critical eye to ensure content is stage ready
- Build the right type of material to solve for the specific business/team need including suggesting alternative training solutions to better suit the needs of the business i.e. self-service portal, videos, e-learning, etc.
- Responsible for timely and accurate content development to support seamless launch of any new product, process and systems
- Oversee that training solutions incorporate best practices in adult learning theory by monitoring and practicing the latest trends and techniques in adult learning and incorporating them into course designs. Envisage content presentation and treatment - visualize and develop content
- Facilitate cross functional relationships and manage the development pipeline of work for both internal and external resources for on time releases of content as per business needs
- Dive deep into the CXX methodology and play an active role in how the methodology evolves and its impact on our frontline(s) and their learning and performance.
- Assesse usability design for a variety of projects by monitoring latest trends in user interface (UI) and interface design and incorporating as appropriate into designed learning products
- Organize past and current learning materials into a central library resource for leaders and internal leaders to use

**AUDIT & COMPLAINCE**
- Drive compliance via audits on lesson plans, curriculum and continuous education programs
- Measure utilization of knowledge repository via audits, call-listening and detractor analysis

**STAKEHOLDER(S) MANAGEMENT**
- Liaise with various cross functional stakeholders (process/ marketing/ IT) for driving changes/updates

**PEOPLE & TEAM LEADERSHIP**

Own and Lead a team with varied and deep process knowledge and insights

**CORE COMPTENCES, KNOWLEDGE & EXPERIENCE**
- Deep domain expertise in each and every vertical of learning function (needs analysis, content design, learning delivery and effectiveness)
- Excellent and creative written skills
- Excellent communication and public speaking skills to enhance the delivery of training and collaboration on projects
- Good Interpersonal Skills
- Ability to manage and oversee designers and work on multiple projects with rapid development deadlines
- Experience developing, monitoring and managing project plans in a lean, fast-paced environment
- Ability to articulate and simplify documents and lay out in a structured way

**MUST HAVE PROFESSIONAL QUALIFICATIONS**:

- Graduate/Post graduate
- Expert knowledge of the ADDIE model, Instructional design methods, creation of learning strategy/approach
- Any certification (either in project management or Instructional design)
- 10-12 years of total work experience with at least 5-8 years in the design and development of instructional material including experience with Kirkpatrick’s Levels of Evaluations and Blooms Taxonomy.

**KEY PERFORMANCE**:

- Timely, accurate and effective rollout of new Product, Process and System
- Creation of scalable modules, which can be digitalized and used a