Senior Trainer – Learning & Development

About the job

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 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.