Vertical Head
Reliance Communications
مجموع سنوات الخبرة :22 years, 1 أشهر
Circle Head - Capability Development
• Vertical Head (Training & Compliance) for Tamil Nadu Circle.
• Responsible for all the training activities for the Retail vertical, Sales and all customer-facing inter-face including the Contact / Call Centers for the circle (3000 Employees).
• Work closely with the various vertical heads and ensure the training gaps are addressed and identified for effective execution.
• Ensuring that the trainers & auditors are suitably trained and undertake refreshers as required, also personally review his charges from time to time with respect to their own product and process knowledge
• Ensure the Customer Satisfaction Score of the region is above 90% in the criteria through training and in-store demonstration if required.
• Measure Training outcomes, conduct TTT and pilot exercises, and reviews of the curriculum for judging effectiveness, modifications and budget alignment.
• Responsible for the overall quality assurance at the contact centers in-terms of the I-sat and AHT through proper training intervention and thorough audit for regular feedback.
• Maximize existing and future business capabilities through gap management and create a learning culture.
• Responsible for the calendar preparation and execution in lieu with the business leaders’ in terms of need based or ongoing certification programs through customized modules.
• Close-loop all gaps highlighted during audits and ensure the retail stores and entities meet/exceed the expected performance thresholds in audit scores.
• Responsible for monitoring the calendar preparation and execution in lieu with the business leaders’ in terms of need based or ongoing certification programs through customized modules.
• Brand Head - Training, KFC for the Karnataka & Kerala Business Market (Approx. 3000 employees)
• Own the Capability Building of management of training for Internal / External Managers
• Certified Coach on Grow Model and a certified content developer (Yum Academy)
• Conduct regular meets with trainees to review their training and knowledge & skills and support the Trainee Team Leader training, according to regional needs
• Facilitate structured workshops linked to Developing Champions at centralised locations and coordinate, facilitate centralised sign offs/ Board of Review
• Coach and mentor the module trainers to ensure quality and timeliness of Developing Champions training for their candidates in their training stores
• To meet with each Area Coach/Region HR Manager regularly to update them on progress of their trainees including any issues which might be affecting their training completion and process adherence
• Meet with People Development Director, Operations Training Manager & Region HR Manager each quarter for a stewardship reviews
• Monitor and ensure timely completion of training modules and cconduct Team Member Training Scorecard (TMTS) to evaluate training and also conduct timely Development Records along with the Area Managers
• Support the Ops team at achieving the Quarterly targets in sync with the Training Standards and Unit Contribution
• Effective Vendor Management - Training related
• In charge of the Soft Skills, Sales and Customer Service Training of the Chennai Cluster.
• In charge of the Training & Operations for the Distribution & Retail teams of the circle reporting to the Head (Sales & Distribution).
• Certified by Wipro as an SME in Soft Skills, Sales & Service Operations
• Certified Content Developer (Telenor Systems)
• Responsible for the Operational audit for the circle including monitoring the Customer Experience audits and Visual Merchandising audit scores earned by the circle on the whole.
• Responsible as a Performance Coach to train the sales and service force on Soft Skills & Behavioral Training to help our customer choose the right product and attain complete satisfaction in product usage and experience.(Approx. 2500 employees)
• Providing guidelines and instructions to graphics team members for developing appropriate visuals.
• Ensuring reusability of learning modules by maintaining modular approach in design.
• Responsible for the complete End-to-End Training programs for the Retail & Modern Trade team for the Circle.
• In charge of the entire Process Training for all the 40 stores of the region, which includes:
o Retail Billing management(POS)
o Siebel CRM
o C-Sat Tracker
o VLR updating process
o Vendor Management
o Service Request processes
• Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
• The Training division of Bharti Group of Companies.
• Effective delivery of training to achieve outcomes as per SLA with Customer Service Department (CSD) teams of Business units across the country.
• Delivery of training as per defined quality standards adherence to all processes as applicable to a Trainer & Master coach. (Approx. 1500 employees)
• ‘THE STAR WITH THE BLUE RIBBON’ for Q4 of (Oct - Dec) 2008 for achieving 100% quality - Audits and Customer Centricity (PAN INDIA)
• Reward & Recognition for INSTANT AWARD for the Q2 (April - June), 2008 (PAN INDIA)
• Certified by Apple Inc. as Service and Sales Trainer for the new product (Apple Iphone), just launched in India.
• Certified by Bharti Tele Media as DTH - SME (Technical & Non-Technical) for training Airtel Digital TV.
• Certified by Bharti Learning Systems Pvt. Limited on Platform Skills and Basic Soft Skills (Presentation Skills and Time Management)
• Mafoi Management Consultants (Randstad)Off-Role CONSULTANT TRAINER for Bharti Airtel Services Limited from Sept 2007 to Feb 2008
• Part of the Indian Operations of the U.S MNC Head Quartered in Raleigh, NC.
• In charge of the Training program in the Branch Office (Hyderabad)
• Creating an end to end training - intervention in terms of analyzing the training need, delivering the same as well as mapping and tracking the impact and effectiveness of training (Post Training Action).
• Training the HR and Admin teams on their Communication Skills, Team Building (Out Bound Training - Games), and Telephone etiquettes.