Role Purpose
Lead 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.
Reporting & Span
- Reports to: Head –Service Excellence
- Functional Leadership:
- Vertical Training Heads
- Regional Training Managers
- Training Coordinator (MIS & LMS)
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.
