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Facilitator - Leadership Development

  • 20+ Hrs/Week
  • Remote - India
  • 3 months
  • Project posted on: 14/08/2026
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Facilitator - Leadership Development

  • Human Resources
  • Leadership Development
  • Training & Facilitation
  • Coaching & Mentoring

Remote - India
tooltip_icon_dark Open to consultants anywhere in India

20+ Hrs/Week

3 months

 14/08/2026

Assignment Details

Our client, a leading global advisory, broking, and solutions company, is looking for seasoned Facilitators/Trainers to support a large-scale leadership capability-building initiative focused on strengthening customer-centric leadership across approximately 1,500 senior leaders at GM, AVP, and VP levels.

 

The program aims to enable leaders to drive better customer outcomes through empathy, ownership, customer-centric decision-making, cross-functional collaboration, customer escalation management, and customer trust recovery.

 

Key Responsibilities

  • Facilitate full-day customer-centric leadership workshops for GM, AVP, VP, and senior leadership audiences.
  • Facilitate interactive discussions, case studies, activities, and business simulations focused on customer experience and leadership effectiveness.
  • Help senior leaders develop stronger customer empathy, ownership, and customer-centric decision-making capabilities.
  • Facilitate discussions around customer escalations, service disruptions, cross-functional customer issues, and customer trust recovery.
  • Use relevant real-world business examples and industry experiences to connect leadership concepts with practical customer situations.
  • Enable leaders to identify opportunities to improve customer experience, service excellence, and cross-functional collaboration.
  • Facilitate conversations around leadership behaviours, transformation, customer-centric culture, and business impact.
  • Engage senior audiences through credible, practical, and highly interactive facilitation rather than purely theoretical training.
  • Work collaboratively with the HR/Leadership Development facilitator to deliver a balanced business and people-focused workshop experience.
  • Adapt facilitation approach based on the audience, business context, and specific customer/service challenges.
  • Support consistent delivery of the leadership development program across multiple locations.

Please Note: The project requires travel and in-person workshop delivery in different parts of the country Mumbai (25+), Hyderabad, Delhi, Bengaluru, Chennai, Kolkata, Jaipur, Ahmedabad, Lucknow, etc.

 

 

Skills Required

  • 25+ years of overall professional experience preferred.
  • Strong experience in Telecom and/or IT/Technology services, particularly in customer-facing or service-led environments.
  • Experience in areas such as:
    • Customer Experience
    • Customer Success
    • Service Operations
    • Contact Centre Operations
    • Network Operations
    • Service Delivery
    • Customer Service
    • Business Operations
    • Customer Transformation
  • Strong business experience with the credibility to engage GM, AVP, VP, and executive leadership audiences.
  • Proven experience facilitating workshops on Customer Experience, Service Excellence, Leadership Effectiveness, Transformation, or Customer-Centric Culture.
  • Practical experience handling customer escalations, service disruptions, complex customer issues, and customer trust recovery.
  • Strong understanding of customer-centric leadership and service excellence.
  • Prior experience facilitating senior leadership/executive audiences is essential.
  • Strong communication, presentation, stakeholder management, and facilitation skills.
  • Ability to use real business situations and industry examples to make workshops practical and relevant.
  • HR/Leadership Development experience is an added advantage.
  • Experience across both Telecom and IT/Technology services will be highly preferred.

About the Client

A leading global advisory, broking, and solutions company. It is one of the world's largest insurance brokerage and risk management firms, operating globally to help organizations manage risk, optimize benefits, cultivate talent, and deploy capital

Industry

IT Services & Consulting, Telecom Services

Experience Required:

20+ years

Additional Skills:

  • Training
  • Escalation Management
  • Customer Service
  • Customer Relations
  • Leadership Effectiveness
  • Leadership Development
  • Leadership Workshops

No of open positions:

1

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