AGM-Training Operations

1. Organisation Structure

Add/removes roles as required to capture the Organisation structure accurately

2. Job Purpose (In one or two sentences)

The Corporate Training function is responsible for strategizing, developing, and managing the Learning Portal (ViSearch). The person be part of this team.

This role focuses on creating innovative, engaging, and user-friendly content for users 10k+ learners across various touchpoints, including Contact Centre (premium and mass), Retail, Back-office, Retention, Live Chat, and Social Media. The person will work towards continuous enhancement in quality & quantity of training performance and customer experience.

3. Key Accountabilities / Key Result Areas (Max 5)

Customer Experience Management via Training Delivery

• Collaborate with subject-matter experts, stakeholder(s) to align content to learning objectives and for accuracy
• Responsible for timely and accurate content development to support seamless launch of any new product, process and systems
• Plan TTTs and deployment approach for new product, process and systems in liaison with the deployment teams
• Liaise with cross-functional teams to close loop on any feedbacks received from the end user on the existing process and documents updated on Learning portal
• Collaborate with product teams, process owners, and marketing teams for driving regular changes/updates
• Organize content in a user-friendly format that supports quick discoverability and easy navigation on the Learning Portal.
• Should have a strong understanding of structured flowcharts and decision trees to simplify processes and content, ensuring they are easy to understand and relevant to the topic
• Should have experience working on training enhancement projects, enabling them to add value by envisioning future learning needs and evolving content with improved designs.
• Regularly review and maintain the content repository, ensuring that documents are accurately updated and aligned with current business requirements.
• Should understand the emerging training methodologies and applications of instructional design and trends in classroom/ virtual education and implement improvements

4. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

Core competencies, knowledge and experience:

• At least 8-10 years’ experience in the field of training, with min 4-5 years’ in training role covering both classroom and tutorial settings
• Should have Telecom experience
• Have experience in content writing, technical writing, or knowledge management, ideally in a customer service or technical environment.
• Excellent communication, presentation and time management skills
• Exceptional writing, editing, and proofreading skills.
• Ability to distill complex technical information into simple, user-friendly language.

Must have technical/professional qualifications:

• Bachelor’s degree required
• Proficiency in content management systems (CMS) and learning management systems (LMS).
• Familiarity with tools like Microsoft Office Suite, Google Docs, and other content collaboration platforms.
• Basic knowledge of process flows, system configurations, and product features related to the telecom industry (preferred)
• At least 3 - 4 years’ working knowledge of digital content creation tools like MS Office, Articulate Storyline 360 as well as collaboration software such as WebEx, etc. required

5. Key Performance Indicators (Max 5)

• NHIP/ LCA Performance
• FTF, ASAT
• Reducing Learning Curve

6. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

7. Risks, Challenges, Job Context (Short Description)

8. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose