AGM - Experience & Training - TM

3 months ago

Mumbai, India Vodafone Idea Limited Full time

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 ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Experience & Training – Team Member

Job Level/ Designation

M2

Function / Department

Postpaid | Experience & Training

Job Purpose

The position is responsible to manage and execute Training operations for Cluster/Circle based Postpaid channels including Retail (COCO & FOFO), Outbound and Digital & Alliances teams.* This role owner will ensure to deliver consistent and effective training as per the set corporate norms and defined framework and structure to all new joiners and existing staff within the verticals under preview. Project manage and drive all Training related activities, special projects (Per guidance) along with resource utilization for verticals under preview Conduct refreshers based on TNI and Quality & TNPS inputs Facilitate briefings and rollouts for all new campaigns and launches Support in audits and dip checks as per requirement.

*will be responsible for providing training support to C&C teams too in certain geographies.

Key Result Areas/Accountabilities

1. Training Delivery & Execution

Track, Plan, manage and execute all relevant training delivery operations with respect to onboarding and overall people capability enhancement ( BAU induction, Remedial, Upskilling) Support in last mile Refresher training delivery (classroom or digital) learning rollouts and refreshers on time and in alignment to business directives Deliver CXX and TNPS ( TNPS as per circle and set targets) Responsible for 30 day Quality (TNPS) , Training Throughput, support to align TNPS (ASAT) per targets Training Operational Excellence Facilitate TNI/ A and action and remediate corrective action plans basis quality feedback/ TNPS Ensure on time and regular delivery of refreshers and knowledge assessments for LOB’s under preview Monitor and track people processes, knowledge /skilling/assessing systems from hiring to performance (across frontline lifecycle) for the owned learner group in liaison will relevant internal teams Responsible for managing and executing Training budget and expenses (As per corporate guidance) Compliance & Audits Periodic audits of Training delivery at stores Governance and deployment adherence on KMS and LMS usage. Hiring > Training > On Production adherence checks for seamless adherence to Training norms/ policies and protocols

Core Competencies, Knowledge, Experience

Strong telecom/retail subject matter expertise Excellent communication, presentation and delivery skills Retail operations and management (Must to have) Strong Planning and Execution Skills Customer sensitivity & Service mind-set Engage & Present ideas/thoughts and have influencing skills

Overall experience of 5 - 7 years with at least 3 to 4 years in delivering training

Must have technical / professional qualifications

Professional Qualifications

Graduate / Diploma TTT – Certified Additional Training Certifications ( Good to have) Experience in working on Training systems/ tools / methodologies Experience in Telecom, Retail and Service Industry

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

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