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Soft skills & Behavioural Trainings

Soft skills & Behavioural Trainings

Manipal Hospitals (MHEPL)west bengal, west bengal, in
26 days ago
Job description

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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    Training • west bengal, west bengal, in