Trainer

**The Position**:

- Build "Best in class" Sales force capability to Orchestrate Exceptional Customer Experience through developing effective Customer Engagement/Coaching skills in a multi-channel/hybrid environment
- Roll out/ conduct Sales force training programs aligned with the Annual Training Plan focused on trainee key knowledge and behaviour acquisition
- Drive/ assess embedding of Sales force training programs, taking corrective actions where necessary in close collaboration with a cross-functional team (Marketing, Medical, Sales, ComOps, etc)

**Duties & Responsibilities**:
1. Analyze Training Needs and contribute towards developing the Annual Training Plan
- Analyze RCP results, CfE/CTC Coaching Reports, Coaching clinic results, PDT, MRS, Brand performance, Brand strategy etc. to understand current Sales force capability and identify training gaps
- Consult with cross functional team to validate the training gaps/needs
- Keep abreast of current developments/initiatives in multi-channel/hybrid Customer Engagement identifying sales force training needs (knowledge and skills, including IT fluency, ICP comprehension/execution) - initial/ongoing basis
- Contribute towards developing the Sales force Annual Training Plan aligned with local training needs and ROPU training plans
- Communicate the training calendar across the cross functional team (Sales, Marketing, Medical, ComOps, HR) confirming their involvement where required

2. Design, Develop/ Adapt Sales Training materials
- Develop training solutions locally required when not available from ROPU/ Global
- Collaborate with cross functional teams to design comprehensive Product Knowledge test questions and Customer Engagement Skill test scenarios (for F2F and S2S environments) by adapting ROPU/ Global training materials effectively
- Utilize information resources to enrich training programs (e.g. RCP results, CfE/CTC Coaching Reports, PDT, Brand performance etc.)
- Ensure professional printing and packaging of materials as well as maintenance of company training tools
- Innovate proven training methods, channels, tactics in both delivery and results (e.g. using digital channels and tools) to drive efficiency and effectiveness in existing training processes

3. Deliver Training professionally
[Administrator]
- Effectively manage the learning environment (e.g. pre/ post course communication, training room layout, materials, equipment etc.)

[Facilitator]
- Effectively engage the audience by utilizing various facilitation techniques (e.g. revert and relay, experiential activities, questioning etc.)
- Effectively use training tools (e.g. flip charts, post it, stickers, audio, video etc.)
- Maintain high level of Professional Presence (e.g. voice, posture, gesture, facial expression etc.)
- Demonstrate effective communication skills (e.g. active listening, use of simple/ participant's language etc.)

[Instructor]
- Provide simple/ clear instructions to ensure participant's understanding (e.g. role play, case study, activity, group work etc.)
- Establish credibility by demonstrating expertise and knowledge (e.g. answering questions, simplifying complex concepts, modeling etc.)
- Deliver training programs aligned to the training objectives with a focus on trainee acquisition of key knowledge and behaviours

4. Drive/ Assess embedding of core Training Program elements
- Champion Orchestrating Exceptional Customer Experience through developing Customer Engagement Excellence in a multi-channel environment
- In depth and accurate knowledge of the 7 Hybrid CEM steps, 27 behaviours and the standards for each proficiency level in the CEM rubric.
- Initial and ongoing training delivery to up-skill the sales force in an evolving digital/S2S environment (VE/FuE/webinars/ Virtual RTD), CfE/CTC virtual etc.) with a focus on facilitating Orchestrating Exceptional Customer Experience
- Implement clear follow up plans (e.g., post course action plans, re-training plans for those who failed, reminders, action taken on participant's/line manager's feedback etc.)
- Monitor CfE dashboard as well as Coaching Reports (CfE/CTC/virtual quality/ quantity on 4 parameters (Completeness, Objectivity, Specificity, Directional)
- Monitor Veeva Reports on quantity and quality of Pre/ Post call notes
- Assess Sales force capability by utilizing certification programs (e.g., Rep Certification Program, EGROW Certification, Training teach back sessions etc.)
- Take corrective training actions when programs are not delivering intended results
- Maintain training records and analyze to create meaningful reports (e.g. Annual Training Plan template, RCP monitoring template, CfE/CTC reports, Customer Engagement Qualitative Report etc.)
- Share training outcomes/ insights with relevant stakeholders - e.g. line managers/ cross
- functional teams

5. Comply with local/industry regulations and BI Code of Conduct
- Comply with all regulations regarding interactions with healthcare professionals (HCPs