Senior Manager - Training and Quality

Job Title: Senior Manager - Training and Quality Reports To: VP – BSS Location: Panjim, Goa Job Type: Full-Time (Work from Office) About Us: Open Destinations Limited is a leading Travel Technology & Business Support Service provider, focused on revolutionizing the travel industry by providing innovative technology solutions and unparalleled customer service. Our team of experts, with more than 20 years of experience in the travel industry, are dedicated to solving some of the most challenging issues faced by our clients and customers, in order to help them grow their businesses. With a mission to provide outstanding quality to our customers, we are seeking a Senior Manager - Quality and Training who will help us position us as a market leader in the industry. Job Summary: We are seeking a highly skilled and experienced Senior Manager for Training and Quality to join our Business Support Service department. The ideal candidate will be responsible for designing, implementing, and overseeing comprehensive training programs for our support staff, ensuring high-quality service delivery and continuous improvement. This role requires a strategic thinker with a keen eye for detail and a proven track record in developing and maintaining quality standards within a business support environment. Key Responsibilities: Training Program Development: Develop and implement training programs for new and existing support staff to ensure proficiency in required skills and knowledge. Create training materials, modules, and assessments that align with departmental goals and business objectives. Stay abreast of industry best practices and incorporate innovative training methodologies. Reviews training materials produced by clients during transition to determine appropriateness and relevance. Quality Assurance: Establish and maintain quality assurance processes to measure and monitor the performance of support staff. Conduct regular audits of business support activities to identify areas for improvement and ensure compliance with established standards. Implement corrective action plans to address performance gaps and improve overall quality. Evaluate effectiveness of Quality strategies. Performance Analysis and Reporting: Analyze performance metrics to identify trends and areas for improvement. Prepare and present regular reports on training effectiveness and quality performance to senior leadership. Collaborate with other departments to gather feedback and continuously enhance training programs. Team Leadership: Lead and mentor a team of training and quality professionals. Foster a positive and collaborative work environment that encourages continuous learning and development. Provide guidance and support to team members to achieve individual and departmental goals. Collaboration: Collaborate with Operations team heads to align training and quality initiatives with overall business objectives. Work closely with Operations and HR to ensure seamless integration of training and quality programs. Qualifications: Bachelor's degree in Business Administration, Human Resources, or a related field. Master’s degree is a plus. Proven experience (10+ years) in designing and implementing training programs in a business support environment. Strong background in quality assurance and process improvement. Excellent leadership and team management skills. Exceptional communication and presentation skills. Ability to analyze data, draw insights, and make data-driven decisions. Familiarity with relevant tools and technologies used in business support services. Excellent knowledge of process improvement methodologies – preferably Lean, Six Sigma – Black Belt Good team player with Interpersonal Communication.