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.