SRV_Service Excellence_22 (100)

Key Responsibilities

1. National Training Strategy & Governance

• Define unified service training strategy for all brands
• Act as functional head for training teams
• Establish standard frameworks for curriculum, certification, and delivery
• Build a “Service Excellence Academy” model

1. Training Needs Identification (TNI)

• Drive structured TNI using:
• Repeat complaints, warranty trends, call center escalations
• Align training with business KPIs (FTR, NPS, TAT improvements)
• Develop annual and quarterly training roadmaps

1. Curriculum & Content Management

• Own end-to-end training content lifecycle across all line of business
• Develop:
• SOPs, troubleshooting guides, job aids, digital modules
• Convert technical inputs into technician-ready learning content
• Ensure content standardization across brands

1. OCR (On-Call Resolution) Enablement

• Build training capability for contact center agents :
• Remote diagnosis, guided troubleshooting
• Create:
• Call scripts, decision trees, knowledge base content
• Improve resolution without technician visit

1. Training Delivery & Capability Build

• Enable blended learning (classroom, hands-on, digital, mobile-based)
• Drive Train-the-Trainer (TTT) for regional and partner trainers
• Manage inhouse + external training ecosystem

1. LMS & Digital Learning

• Own LMS and learning ecosystem :
• Development of LMS system, Content hosting, certifications, analytics
• Build digital knowledge repository for consumers, field & call center resources

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1. Assessment & Effectiveness

• Design certification framework (technicians + call center OCR)
• Measure impact using learning-to-performance linkage
• Continuously improve based on field feedback

1. Cross-Functional Collaboration

• Work with Field Service, Product, Quality, R&D, Manufacturing, IT and Marcom
• Ensure training aligned with product changes and service challenges

Key KPIs

• Certification % & capability index
• Reduction in repeat complaints
• FTR / FTFR improvement
• OCR % improvement
• Training coverage vs plan

Candidate Profile

• 18–20+ years in consumer electrical / appliances service training
• Experience in pan-India training leadership , LMS, and blended learning
• Strong expertise in technical training, content development, and capability building
• Engineering graduate preferred (MBA/L&D certification added advantage.

Role Impact

This role is critical to driving service excellence, cost efficiency, technician productivity, and call center effectiveness , making training a direct lever for business performance and customer satisfaction .

ead and integrate the end-to-end service training ecosystem across Havells & Lloyd, covering field technicians, service partners, and contact center teams, to drive superior consumer experience, First Time Resolution (FTR), and On-Call Resolution (OCR), while reducing repeat complaints and service costs.

• 18–20+ years in consumer electrical / appliances service training
• Experience in pan-India training leadership , LMS, and blended learning
• Strong expertise in technical training, content development, and capability building
• Engineering graduate preferred (MBA/L&D certification added advantage.