The Internal Trainer is responsible for designing, delivering, coordinating and evaluating learning and development initiatives across the dealership. The role aims to enhance employee capability, improve business performance, ensure compliance with Maruti Suzuki training standards, and develop a culture of continuous learning.
The incumbent shall conduct induction programmes, technical and behavioural training, sales and service capability development, leadership programmes, customer experience training and statutory awareness sessions while ensuring timely completion of mandatory OEM certifications and internal learning initiatives.
Key Responsibilities
1. Training Needs Analysis (TNA)
- Conduct periodic Training Needs Analysis (TNA) across all departments by evaluating competency gaps through performance reviews, customer feedback, business KPIs, audits and discussions with departmental heads.
- Develop annual, quarterly and monthly training calendars based on organisational priorities and identified learning needs.
- Recommend appropriate learning interventions, including classroom training, on-the-job coaching, e-learning and external certification programmes, to address identified competency gaps.
- Continuously review and update training plans to ensure alignment with business objectives and organisational growth.
2. Induction and onboarding
- Design, coordinate and conduct structured induction programmes for all new employees to facilitate their smooth integration into the organisation.
- Familiarise new employees with the Company's vision, mission, values, organisational structure, HR policies, code of conduct, departmental functions and workplace expectations.
- Provide an overview of key business processes, customer service standards, safety requirements and organisational culture during the onboarding process.
- Evaluate the effectiveness of induction programmes through feedback and assessments and recommend improvements wherever necessary.
3. Sales training
- Design and deliver structured sales training programmes for employees across Arena and NEXA operations to enhance product knowledge, selling skills and customer engagement capabilities.
- Conduct training on consultative selling, objection handling, negotiation techniques, digital lead management, CRM utilisation, finance and insurance selling, accessories selling, exchange business and retail excellence.
- Organise product update sessions whenever new vehicle models, features or technologies are introduced by Maruti Suzuki.
- Conduct field observations, accompany sales personnel during customer interactions and provide constructive coaching to improve sales effectiveness and conversion rates.
4. Service and technical training
- Coordinate and facilitate learning programmes for service, workshop, body shop and parts personnel to improve operational efficiency and technical competency.
- Conduct training on service process standards, customer handling, workshop productivity, vehicle technology updates, warranty procedures, quality standards and workplace safety.
- Coordinate with Maruti Suzuki trainers and external experts for specialised technical programmes and ensure timely completion of mandatory OEM certifications.
- Monitor the application of technical learning on the shop floor and recommend corrective coaching wherever required.
5. Behavioural and soft skills training
- Conduct behavioural training programmes to strengthen communication skills, customer service orientation, business etiquette and interpersonal effectiveness across all departments.
- Facilitate learning sessions on emotional intelligence, teamwork, conflict resolution, stress management, time management, professional grooming, presentation skills and problem-solving techniques.
- Promote a customer-centric culture by reinforcing professional behaviour, service excellence and organisational values through continuous learning initiatives.
- Assess behavioural improvements following training interventions and provide developmental feedback to employees and managers.
6. OEM training coordination
- Coordinate all Maruti Suzuki training programmes and ensure timely nomination of eligible employees for mandatory and developmental learning initiatives.
- Maintain records of OEM certifications, monitor certification validity and ensure timely renewals wherever applicable.
- Liaise with Maruti Suzuki Regional Training Centres and other external learning partners for scheduling, coordination and completion of training programmes.
- Monitor dealership compliance with all manufacturer-prescribed learning and certification requirements.
7. Training administration
- Prepare and administer the annual training calendar in consultation with HR and departmental heads.
- Coordinate training logistics, learning resources, venues, training materials and participant communication for all internal and external programmes.
- Maintain comprehensive records relating to training attendance, assessments, certifications, budgets and learning history.
- Develop and maintain a central repository of learning content, SOPs, presentations, training manuals and digital learning resources.
8. Track learning effectiveness
- Evaluate the effectiveness of training programmes through pre- and post-training assessments, participant feedback, behavioural observations and business performance indicators.
- Analyse the impact of learning interventions on sales performance, customer satisfaction, productivity and operational efficiency.
- Prepare periodic reports on training effectiveness and recommend corrective actions or refresher programmes wherever required.
- Promote continuous improvement by reviewing learning methodologies and incorporating innovative training techniques and best practices.
9. Reporting and MIS
- Prepare and submit periodic reports including the Annual Training Calendar, Monthly Training Report, Training Hours Report, Certification Status Report, Training Effectiveness Report, Competency Gap Analysis, Learning Dashboard, Budget Utilisation Report and Return on Investment (ROI) analysis.
- Present learning and development metrics to management and recommend strategic interventions for capability enhancement.
- Maintain complete documentation of all learning activities to support internal audits, OEM audits and statutory compliance requirements.
- Ensure timely submission of all reports and maintain the accuracy, integrity and confidentiality of training-related data.
Educational Qualifications
- Bachelor's Degree in Human Resources, Business Administration, Psychology, Commerce, Management, Engineering or any recognised discipline from a UGC/AICTE-recognised institution.
- Candidates with MBA / PGDM in Human Resources, Learning & Development, Organisational Development or General Management degree would have an added advantage.
Desired experience
- Minimum 5–8 years of experience in Learning & Development, Training, Sales Enablement, Customer Service Training or Human Resources.
- Minimum 2 years of experience delivering classroom and on-the-job training.
- Experience with Maruti Suzuki dealership operations will be highly preferred.
- Experience in automobile dealerships, automotive OEMs, hospitality, banking, retail, FMCG, manufacturing will be preferred.
Work Location: In person
