Trainer -soft Skill and Retail

**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 high-performance 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. (e.g.: 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 off-line 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 cost-effective delivery.
- To facilitate in-house 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