Behaviour & Soft Skills Lead

Role Title - Behavior & Soft Skills Lead

Role Summary

As part of the L&D team at Metropolis Healthcare, you will design and deliver training programs that enhance the skills and performance of sales, customer-facing teams, and people managers. This role focuses on capability building by developing competencies and driving continuous improvement through expertise in behavioral training, communication, and customer service excellence.

Working with

Leadership Team, Sales Team and Customer Experience teams

What the role entails Key accountabilities/ responsibilities

• Identifying business performance gaps to arrive training needs
• Develop and implement strategic learning initiatives to build the overall capabilities of the sales and customer care teams, enabling them to adapt to evolving business needs and excel in a competitive healthcare market.
• Create and implement customized training programs, workshops, and learning modules to meet the needs of sales and customer service teams.
• Facilitate role-play exercises, group activities, and hands-on practice sessions to reinforce key concepts.
• Assess the training needs of employees through surveys, interviews, and observation.
• Develop training materials such as presentations, manuals, and job aids to support the learning process.
• Evaluate the effectiveness of training sessions by collecting feedback, conducting assessments, and analysing results.
• Stay updated with industry trends and best practices in training, learning & development, and incorporate them into training content.
• Manage logistics, scheduling, and other administrative tasks associated with training programs.
• Monitoring and reporting on training completion
• Train and guide new employees, developing monitoring systems to ensure performance according to training.
• Tackle challenges efficiently and innovate solutions. Capacity to analyse situations and make decisions
• Utilize data-driven insights to evaluate the effectiveness of training programs, track participant progress, and measure ROI through pre- and post-training assessments, employee performance metrics, and behavioural change indicators
• Maintain comprehensive training records and generate regular MIS reports on training activities, attendance, learning outcomes, and feedback to provide actionable insights and support decision-making for continuous improvement.

What we are looking for in you

• Strong understanding of the pharma and diagnostics industry, including product knowledge, sales processes, and customer service protocols.
• Proven experience in designing and delivering behaviour and soft skills training.
• Excellent facilitation, presentation, and communication skills.
• Ability to engage participants and adapt training methods to diverse learning styles.
• Proficiency in using learning management systems (LMS) and virtual training platforms.
• Strong analytical and problem-solving skills.
• Willingness to travel as required.
• Knowledge of Word, Excel, and PowerPoint

What we promise to you

• Opportunity to work in a dynamic environment with a focus on professional development and growth.
• Play a critical role in enhancing employee skills and shaping the future of our organization.
• Passionate colleagues who will share the dream and drive to deliver the most trusted, convenient and innovative experience health and diagnostics.

Role Demands (travel)

Occasional Travel

Location

Mumbai

Requirement

Education

Bachelors degree, preferably in HR. Preferred MBA in HR from tier 1 institution - not mandatory.

Experience

Minimum 5 years of experience in training with a focus on pharma and diagnostics sales and customer care.

Stakeholder interfaces

Leadership Team, Sales Team and Customer Experience teams