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.