TM-Training & Quality Lead-CEC-Thane

Aditya Birla Sun Life Insurance; Maharashtra; On-site; INR 4,000,000 - 8,000,000; Full time

Job summary

Aditya Birla Sun Life Insurance in Maharashtra seeks a strategic head of training and quality to define and execute a long-term roadmap. The role emphasizes adopting Generative AI and digital innovations to create scalable, personalized learning journeys that improve customer experience and drive competitive advantage.

You will partner with senior leadership, design leadership and succession programs, implement AI-driven analytics to monitor interactions, and lead cross-functional initiatives

Responsibilities

• Define and execute a long-term strategic roadmap for training and quality.
• Drive AI and digital innovations to future-proof training and quality initiatives.
• Partner with senior leadership to leverage training for competitive advantage.
• Re-imagine training methodologies enabling rapid skill acquisition with Generative AI.
• Design leadership and succession training programs for customer service leaders.
• Develop a next-generation quality assurance strategy across all touchpoints.
• Champion a customer-first mindset by embedding quality metrics into KPIs.
• Lead integration of AI to automate training content and feedback.
• Collaborate with operations, technology, and customer experience teams.
• Create executive dashboards reporting achievements and risks.

Job description

Key Result Areas

Supporting Actions

Strategic Leadership

• Define and execute a long-term strategic roadmap for training and quality, aligned with the organization’s vision for superior customer experience. - Drive the adoption of AI and digital innovations to future-proof training and quality initiatives while enhancing scalability and efficiency.
• - Partner with senior leadership to identify opportunities for leveraging training and quality to achieve competitive advantage.

Training Ecosystem Transformation

• Re-imagine training methodologies to enable rapid skill acquisition and retention, embedding Generative AI tools for dynamic, personalized learning journeys.
• Design leadership and succession training programs to prepare the next generation of customer service leaders.
• Ensure training programs align with evolving customer expectations, market dynamics, and organizational goals. Critical will be front-end training for multi LoB agents

Quality Assurance as a Business Enabler

• Develop a next-generation quality assurance strategy with measurements that proactively monitor and improve customer interactions across all touchpoints (Contact centre, Branch, etc).
• Utilize AI-driven analytics to uncover insights into customer behavior, service gaps, and improvement opportunities, such as repeat reduction and increased self-service utilization.
• Champion a customer-first mindset by embedding quality metrics into the organization’s & partner's key performance indicators (KPIs).

Innovation and Technology Integration

• Spearhead the integration of AI and Generative AI to automate and enhance training content creation, real-time performance feedback, and process optimization.
• Evaluate and implement cutting-edge technologies, including voice analytics, sentiment analysis, and simulation tools, to elevate training and quality functions.
• - Lead the exploration of innovative solutions to improve customer satisfaction and loyalty.

Communication Strategy

• Develop and implement a robust internal and external communication strategy to ensure alignment across all levels of the organization.
• Create effective communication frameworks to disseminate training goals, quality updates, and performance metrics to stakeholders.
• Foster a culture of transparency and collaboration by ensuring consistent, clear, and targeted communication across teams.
• Collaborate with marketing and leadership teams to communicate key milestones and outcomes from training and quality initiatives.

Cross-Functional Collaboration

• Collaborate with key business units, including operations, technology, and customer experience teams, to align training and quality initiatives with broader organizational goals.
• Act as a trusted advisor to leadership, providing strategic insights on training ROI, quality improvements, and customer-centric innovations.

Data-Driven Decision Making

• Build a data-centric culture within the training and quality function, leveraging metrics to measure effectiveness, identify gaps, and prioritize initiatives.
• Create executive dashboards to report on key achievements, risks, and recommendations for sustained improvements.
• Use predictive analytics to anticipate customer needs and train teams for future challenges.

Stakeholder and Partner Management

• Build and maintain strong relationships with internal stakeholders, including senior leadership, operations, technology, and customer experience teams, to ensure alignment of goals and seamless execution.
• Collaborate with external partners, vendors, and technology providers to deliver innovative and cost-effective training and quality solutions.
• Negotiate and manage contracts with service providers, ensuring accountability and adherence to performance metrics.
• Act as a liaison between business units to integrate feedback and insights into training and quality strategies.