Manager - Learning & Development

Job Description

The opportunity: Job Responsibilities: Understand the business operations and analyse the gaps and strengths Develop training modules and assessment exercises for business requirements and processes, including App based content predominantly for Operations team Organize and conduct Training Need Analysis with the Functional Leader. Involve in regular audits Design and create Learning Solutions based on the training requirements keeping in mind the learner profile and business outcomes. Collaborate with Functional SMEs to develop Learning Solutions. Maintain track of various Learning Projects and lead them to closure. Conduct workshops both in functional and soft skills domain. Deliver Training Programs basis the program design. Manage Stakeholders and their suggestions/objections. Validate COE records on LMS. Analyze learner wise, program wise engagement scores and rectify the identified gaps. Adhere to the allocated budget and an ability to find solutions in order to implement the required training. Have a strong lens on customer experience and engage in customer communication and manage situations and escalations Own the CX metrics at a market level - and develop content and programs to better them Conduct rigorous internal audit for the current vs benchmark standards and prepare comprehensive reports and data for actions Profile Should have an experience as in a Supervisory/ Managerial position - in Operations / Training - Front office, F&B, HK, Training, Restaurant operations - any such hotel/ QSR operations for at least 5 years Should have led a customer facing role and be aware of NPS and Customer retention metrics Should have conducted training as a full fledged portfolio or of a reporting team, on business processes and metrics Should have a thorough understanding of quality metrics and have participated in internal auditing the operations Should have a strong track record of evaluating and implementing effective and efficient processes to proactively improve business efficiency and staff performance. Good communication - both verbal and written to be resident facing Data preparation and understanding - Basic data reporting and analysis using Google sheets and MS Excel