Soft skills & Behavioural Trainings

DUTIES & RESPONSIBILITIES Learning & Development : - Identification, Design, Delivery & Management of Customer Service & Behavioural Training programs. - Assist with implementation and measurement of Training outcomes. - Track Functional Training to ensure compliance. Service Orientation: - Align learning and implementation of service delivery to the Organisation’s Service Goals. Organisation Development Initiatives: - Identify people potential and facilitate development through structured learning schedules including enrolment for enhanced programs at reputed B schools; track progress against specific milestones. - Encourage alternate learning methods such as coaching, shadowing, buddy system, mentoring - to support the classroom learning. - Facilitate a sustained high performance culture through defined initiatives. Engagement: - Design and facilitate engagement activities as per calendar - Drive the communication calendar effectively Learning AND Service Orientation: Training Needs Identification: Understand training requirements and expected outcomes though the performance management system. Seek one on one employee/ reporting head expectations, validate with Department/ Unit heads. Review training needs half yearly with critical stakeholders to ensure programs are relevant. Develop Content : Based on training needs analysis, design & develop customized training programs along with the unit trainers. Ensure that it includes Quality Initiatives Objectives in the program design, creating a seamless compliance model. Create a Training Handbook which will capture the topic, objectives, outcomes, audience and duration of the program. Map the modules to the employees and share with the concerned stakeholders. Training Calendar: To ensure that the Annual Training Calendar for all units are assigned with behavioural and functional trainings. Drive and contribute to the Training Calendar for each location; ensure timely and cost effective implementations. Ensure adherence; track attendance and highlight outliers. Training Delivery: Engage, inspire and influence participants; create a learning culture, where employees see value in the organic programs. Practice updated training delivery methodologies, using updated tools and medium. Partner with Unit HR to ensure Day 1 of induction program for every new employee is memorable and impactful - ensure modules on Service Excellence, Grooming Etiquette and Communication is conducted on the first Day. Ensure adherence to the Induction plan at Department level. Training Effectiveness Measurement: Identify and implement a robust feedback mechanism to evaluate training effectiveness. (e.g.: 360 degree assessment - 30 days post the training module from self, HOD and trainer or Unit HR). Monitor the Patient Feedback and NPS across the group and initiate appropriate interventions to meet & exceed Customer Expectations. Employee Relationship Management: Interact with frontline teams to ensure service delivery meet customer expectations. Provide feedback, coaching & development opportunities to maximize potential and enhance job potential. Meet with participants off-line to review learning progress and program effectiveness. Keep track of employees participating in training and their growth and share feedback with the heads as and when required. Devise individual learning plans/performance action plan when required. Address & resolve training related issues through discussion. Works with managers to address learning issues, instruction challenges, or new educational needs regarding specific employees or departments. Organisation Development: To assist with initiatives to foster a high performance culture, where performance excellence, learning and continuous improvement represent the ethos of the organisation. To support specific people development initiatives that focus on succession planning, career development and employee growth To identify organisational improvement opportunities through internal surveys, understand external industry best practices and suggest practices to enhance the culture. Lead the implementation of approved OD initiatives; to commission and manage additional internal or external resources as and when required order, ensuring cost-effective delivery. To facilitate in-house events (e.g. workshops, away days) as required. Engagement & Employee Communication: Design and support engagement plans; ensure implementation of initiatives across hospitals. Ensure such plans are effective and fulfil their objectives. Creation of a Communication Calendar for Corporate and Units, define the periodicity of communication, the content and the messages. Continuous flow of information pertaining to organizational issues – focus areas; developments; achievements etc. Liaise with branding to execute the Employee Brand Building Plan. Administrative & MIS: Create the Training Budget; ensure appropriate utilization of the budget. Managers costs for all programs, productions and publications in order to report to organization. Ensure adherence to protocols of the department and the organization. Update reports as per the business requirement. Source External Agencies for specific interventions. Oversee training program administration: Venue, logistics, training aids- electronic/print etc. Modify or create course material and training manuals to meet specific training needs. Monitors training programs and manuals to ensure that they are effective and up-to-date and makes updates as necessary. ( these 2 can roll into 1) Schedule training sessions and manage sessions, enrolment by coordinating with the department heads. Contribute to development initiatives which are in pipeline or to be initiated. Sharing the monthly training plan with FD and HOD’s on schedule. Ensure all training reports are prepared accurately and posted on time. Modify the report formats if required for better access & accuracy. Behavioural Competencies: Customer Focus Results Orientation Communication Skills Building Relationships & Partnerships. Creativity Leadership Planning & Organizing Problem Solving & Decision Making Influencing - Coaching, feedback & building service orientation Passion for Excellence Integrity & Ethics

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