Senior Trainer - Learning & Developement

Role Objective

To design, deliver, and drive high-impact behavioural and performance-based learning interventions that strengthen service excellence, leadership capability, patient experience, and a performance-driven culture within the hospital.

Key Roles & Responsibilities

Behavioural & Soft Skills Training

• Design and deliver behavioural training programs covering:
• Communication & interpersonal effectiveness
• Service excellence & patient experience
• Empathy, compassion, and emotional intelligence
• Conflict management & difficult conversations
• Professional grooming & workplace etiquette
• Team effectiveness and collaboration
• Leadership & people management skills
• Customize training modules for clinical, nursing, non-clinical, and support service staff.

Training Needs Analysis & Program Design

• Conduct structured Training Needs Analysis (TNA) in collaboration with HRBPs, department heads, and unit leadership.
• Translate business, patient experience, and performance gaps into focused learning interventions.
• Design annual training calendars, behavioural learning roadmaps, and capability frameworks at unit level.
• Develop engaging training content, facilitator guides, role plays, case studies, simulations, and assessments.

Training Delivery & Facilitation

• Deliver high-volume, high-impact training (classroom, workshops, experiential learning, role plays, blended learning).
• Facilitate leadership development and managerial effectiveness programs for middle and senior leadership.
• Ensure minimum 8 hours of training delivery per day , as per unit requirements.
• Drive induction, service culture, and behavioural orientation programs for new joiners.

Patient Experience & Service Culture

• Partner with Operations, Nursing, Quality, and Patient Experience teams to embed service excellence behaviours.
• Support initiatives linked to NPS, patient feedback, service recovery, and complaint reduction.
• Reinforce Manipal service values, grooming standards, and behavioural expectations across departments.

Measurement, Impact & Governance

• Evaluate training effectiveness using feedback, assessments, observation, and business metrics (Kirkpatrick model).
• Track training coverage, learning hours, behavioural adoption, and post-training impact.
• Maintain training MIS, dashboards, and reports for audits and leadership reviews.
• Support NABH/JCI audits related to training and competence assessment.

Stakeholder & Vendor Management

• Work closely with hospital leadership, medical administrators, nursing leadership, and department heads.
• Mentor junior trainers and L&D executives.
• Identify, evaluate, and manage external trainers and training partners for specialized programs.

Employee Engagement & Culture Initiatives

• Support employee engagement initiatives such as:
• Huddles, skip-level meetings, townhalls
• Leadership connects and culture workshops
• Rewards & recognition facilitation
• Service excellence and behavioural campaigns
• Act as a culture ambassador driving professionalism, accountability, and continuous learning.

Skills & Competencies

• Strong facilitation and storytelling skills
• Deep expertise in behavioural science and adult learning principles
• High emotional intelligence and coaching mindset
• Ability to influence senior stakeholders
• Excellent presentation, communication, and interpersonal skills
• Analytical mindset to measure behavioural change and training ROI
• Comfort working in fast-paced, 24x7 hospital environments