Gm-training

Job Req ID: 45486- Location: Mumbai, IN- Function: Retail- 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.

**Role**

Lead Training

**Job Level/ Designation
M3/ General Manager

**Function / Department**

Postpaid/ Experience and Training

**Location**

Mumbai Skyline Office

**Job Purpose**

Deliver and drive frontline capability, knowledge and service experience to deliver CXX

**Key Result Areas/Accountabilities**

Operating Efficiency: Focus on frontline productivity, performance and internal business process
- Drive operational excellence for postpaid channels through improvement of agent KPI's with strong circle and cluster management
- Drive operational excellence of postpaid training teams with end-to-end governance and compliance on set processes and guidelines through monthly dashboard/ scorecard
- Drive and enhance training effectiveness and throughputs through training process re-engineering & Programs (Hiring>Training>OJT>Remedial)
- Deep dive analysis on training feedback, TNPS, VoC to facilitate process improvements and enhancements to simplify front line actions and enhance CXX
- Regular knowledge checks through PKQ

Simplification and Standardization : Deliver on Big Bets and enhance efficiencies via simplification, standardization and digitization
- Drive digital learning adoption by using digital assets/ platform /tools of training eg. LMS app /web to increase digital learning adoption, ease of learning, learning anytime-anywhere, learner retention and performance
- Support functional and vertical driven projects to ensure front line representation and implementation

**Core Competencies, Knowledge, Experience**

10+ years Experience in Training

Preferably Post Graduation

**Must have technical / professional qualifications**

Experience in building content for Process related trainings

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership