Director of Learning & Development, Quality & Compliance
📍 Location: India
🏢 Company: Aspire Lifestyles
About Aspire Lifestyles
Aspire Lifestyles is the global leader in delivering extraordinary experiences and premium concierge services to top-tier clients around the world. With over 25 years of expertise, we specialize in providing personalized, high-quality service that enriches lives and strengthens brand loyalty.
Our people are passionate, resourceful, and committed to creating exceptional experiences — every single day.
About the Role
We are seeking an experienced Director of Learning & Development, Quality & Compliance (LDQC) to join our leadership team in India.
This role plays a critical part in driving Aspire Lifestyles’ mission to deliver world-class service through robust learning programs, consistent quality standards, and strong compliance practices.
You will lead learning initiatives that build capability and engagement, oversee quality assurance processes to ensure service excellence, and manage compliance frameworks aligned with global standards such as PCI DSS and ISO.
This position requires a proactive, hands-on leader who thrives on collaboration, continuous improvement, and developing people.
Key Responsibilities
Learning & Development (L&D)
- Design and implement innovative blended learning programs that align with business goals and compliance needs.
- Develop localized training solutions that reflect Aspire’s brand values and meet market-specific requirements.
- Evaluate training effectiveness using Kirkpatrick Levels 1–4 and translate insights into actionable improvement plans.
- Lead the use of digital tools and learning platforms to promote accessibility and engagement.
- Collaborate closely with Service Delivery and Regional LDQC teams to ensure consistency in training quality.
- Support talent development initiatives including onboarding, coaching, and succession planning.
- Facilitate “train-the-trainer” sessions, ensure accurate training records, and celebrate learning achievements across teams.
Quality & Compliance (Q&C)
- Lead the country’s quality and compliance governance framework, ensuring all policies, SOPs, and practices meet global and local standards.
- Prepare and manage internal and external audits, ensuring an ≥85% pass rate and timely closure of corrective actions.
- Identify risks, conduct root-cause analysis for compliance breaches, and implement preventive measures.
- Oversee quality monitoring, audits, and coaching to ensure service excellence and consistency.
- Leverage performance dashboards (e.g., Power BI) for reporting and data-driven decision-making.
- Produce monthly and quarterly reports on quality performance, risks, and trends.
- Partner with Operations, Client Services, and HR to drive continuous improvement and enhance the customer experience.
- Lead the Concierge Support Program (CSP) and quarterly calibration sessions with teams and clients.
Leadership & Collaboration
- Partner with the Head of Service Delivery and Regional LDQC leaders to align strategies with business objectives.
- Coach and mentor LDQC team members to build high-performing, motivated teams.
- Represent Aspire in client audits, business reviews, and leadership forums.
- Build strong relationships with cross-functional stakeholders to embed a culture of learning, quality, and compliance.
- Foster engagement by recognizing achievements and promoting a positive, inclusive team culture.
- Serve as the country’s primary escalation point for quality or compliance concerns.
- Act as a thought leader for innovation, leveraging technology and best practices to drive service improvements.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS) targets achieved or exceeded.
- ≥85% audit pass rate with zero overdue corrective actions.
- 100% reporting and escalation of compliance breaches.
- 100% on-time delivery of global/corporate initiatives.
- <1% preventable client complaints.
- 100% completion rate for coaching and feedback sessions.
Gold Standards
- Conduct the first session of all new training programs.
- Deliver two Concierge Program sessions per month.
- Complete one full-day side-by-side coaching session monthly.
- Collaborate with schedulers to plan all training and coaching sessions in advance.
- Lead all calibration and client meetings (internal and external).
- Manage full recruitment for LDQC roles — from job posting to onboarding.
What We’re Looking For
Skills & Knowledge
- Proven expertise in Learning & Development, Quality Assurance, and Compliance.
- Strong knowledge of PCI DSS, ISO, or similar frameworks.
- Experience in designing digital learning content and gamified assessments.
- Excellent analytical, reporting, and presentation skills.
- Proficiency in MS Office, LMS platforms, and performance dashboards.
- Strong communication and collaboration skills, comfortable engaging with senior stakeholders.
- Hands-on leadership with the ability to inspire, coach, and develop teams.
Competencies
- Proactive & Hands-On: Acts with initiative and drives results through direct engagement.
- Customer-Centric: Focused on delivering exceptional service experiences.
- Results-Oriented: Consistently meets or exceeds goals and KPIs.
- Trustworthy: Acts with integrity, accountability, and transparency.
- Motivating Leader: Inspires confidence and builds team spirit.
- Resilient: Handles challenges with professionalism and determination.
Experience & Qualifications
- Bachelor’s degree in Education, Business, or a related field.
Certifications in Learning & Development, Instructional Design, or Quality & Compliance are highly desirable.
- Minimum 8–10 years of experience in a leadership role within service delivery, L&D, or quality/compliance functions.
- Proven track record in managing audits, risk assessments, and compliance documentation.
- Experience in coaching, talent development, and stakeholder engagement.
- Familiarity with service delivery operations and performance improvement processes.
- Excellent command of written and spoken English.
Why Join Aspire Lifestyles
- Be part of a global organization recognized for service excellence.
- Work in a diverse, multicultural environment that values innovation and collaboration.
- Lead impactful initiatives that shape people development and enhance customer experience.
- Enjoy opportunities for professional growth and international exposure.
Additional Information
- This role may require occasional travel (local and international).
- Flexibility to support different time zones and business demands, including weekends or holidays when necessary.
If you are a passionate, people-focused leader who thrives on building learning cultures and ensuring world-class service quality — we’d love to hear from you.
Apply now and help us deliver extraordinary experiences, every day.
