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

2. 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

3. 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

4. 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

5. 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

6. 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
•  

7. Assessment & Effectiveness

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

8. 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.