Manager - Training

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.

The role will manage and analyze the content repository, track usage metrics, and optimize training materials based on user engagement. The successful candidate will ensure that the learning portal is regularly updated with relevant, accurate content and that the process of content revision and improvement is timely done in collaboration with relevant stakeholders. The Training Analyst will also create clear, simple, and engaging content for Train-the-Trainer (TTT) sessions and provide reporting and communication support for the learning and development function.

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

Customer Experience Management via Training Delivery

• Analyze the usage and engagement of various documents in the content repository by monitoring the number of hits and user feedback.
• Identify underperforming content and collaborate with content writers and process stakeholders to recommend materials for revamping or improvement.
• Track updates made to the learning portal, ensuring content is updated in a timely manner based on feedback and usage analytics.
• Maintain a comprehensive dashboard to record updates, revisions, and feedback received from stakeholders.
• Ensure that the content is reviewed, validated, and closed-looped by content writers and relevant stakeholders, ensuring all updates are executed without delays.
• 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 searchability and easy navigation on the Learning Portal.
• Design and develop effective and engaging Train-the-Trainer (TTT) content that is simple, crisp, and easy to understand for end users.
• Create content in various formats such as presentations, guides, and workshops that facilitate learning and knowledge transfer.
• Ensure that TTT materials are aligned with business goals and help trainers deliver effective sessions to other employees

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’ of Telecom industry (mandatory) in Customer Service
• 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
• Good analytical skills and should be able to interpret data
• Ability to be flexible within a fast-moving work environment and juggle multiple priorities at the same time
• Advanced use of MS- Excel, and other Microsoft analytical tools

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 (Mandatory)

5. Key Performance Indicators (Max 5)

• Timely, accurate and effective rollout of Updates/ Feedbacks on System
• TNPS – ASAT, CEI & REI
• Utilization of Learning Portal >85%
• Accuracy of data reporting

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

   Job Holder

  Reports To Manager

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