Service Manager Development Program

Policy and Prerequisites

All associates being promoted to Service Manager must successfully complete the Service Manager Training program prior to their promotion.

Training Structure and Execution

Class Size and Scheduling

Parameter

Requirement

Maximum Class Size

6 people

Training Cycle

The Service Manager Training outline will be used for all training sessions.

Progress Tracking

A picture of the dashboard must be captured on the day of training to effectively track progress against the goals and targets.

Trainer Utilization

The Service Manager Training program will leverage Position Leaders(other service managers) as primary trainers and subject matter experts to ensure practical and relevant instruction.

Post-Training Support and Mentorship (RTM Role)

The Regional Training Manager (RTM) plays a crucial role in the ongoing development of newly promoted Service Managers.

RTM Engagement Requirements

Activity

Frequency

Duration

Tools/Resources

One-on-One Visit

Once per month

Half a day (4 hours)

Service Manager Checklist

Half-Day Visit Utilization

During the half-day visit with the Service Manager, the RTM is required to utilize the standardized Service Manager Checklist to guide discussion, identify areas for improvement, and ensure consistent operational standards.