Manager: V&A: Culture & Communication

Job Code # 259

Job Location-  Bangalore

Salary- 8 LPA to 15 LPA

Key skills-
a) Any Graduate
b) Min 5 Years Experience in VnA and Communication Training
c) Overall 8 Years Plus Experience

Job Description-
* Minimum 5 years of experience in Culture & Communication Training and V&A Domain *

• Develop and deliver engaging training programs tailored to the needs of learners, focusing on voice modulation, accent reduction, pronunciation improvement, US culture and written communication (e.g. email and chat etiquette etc.)
• Improving customer service skills including but not limited to empathy, active listening, and problem-solving to create a positive customer experience during every interaction in both B2B and B2C environment
• Conduct Training needs analysis to understand performance gaps. Assess learners’ current proficiency levels and identify areas for improvement through diagnostic evaluations and feedback.
• Create and utilize various training materials, including exercises, workshops, and multimedia resources, to facilitate effective learning and measure performance
• Provide one-on-one coaching and group sessions to address specific communication challenges and goals
• Conduct new hire interviews to funnel the right resources for stakeholders
• Effectively interact with employees, stakeholders, and clients at all levels of the organization, and work with a variety of people from diverse backgrounds
• Provide the necessary documentation and reporting for all classes facilitated
• Facilitate learning using effective presentation, facilitation, and coaching, via classroom, on-the-job, self-paced, web-conferencing programs, one-on-one, and other training delivery methods
• Stimulate and sustain learner motivation and engagement in training and coaching.
• Liaise with other departments such as Quality, Operations, IT, HR, etc. to ensure that training programs are implemented effectively
• Conduct client-specific training, as needed
• Demonstrate problem-solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Demonstrate self-motivation and ability to work independently as well as contribute to cross-functional and global teams
• Show flexibility by being able to quickly adjust to frequent process and information changes
• Demonstrate emotional intelligence by handling work under pressure effectively
Competency Requirements:
• Facilitation Skills
• Experience with classroom and virtual training platforms and tools.
• Knowledge of adult learning principles and methodologies including classroom management, coaching, curriculum development, and/or lesson planning
• In-depth knowledge of English phonetics, grammar, US culture, and soft skill
• Intelligently use and manage Microsoft Office programs (Word, PowerPoint, Excel, Form), or similar applications in G Suite.
• Time-management & multi-tasking skills
• Extensive experience in Customer Service

Qualification:
• Bachelor’s degree
• Exposure to US Culture
• TEFL/TESL certification or equivalent (Desired)
• Instructional Design Experience/Certification (Desired)