Sr. Manager / AGM - Learning & Development

JOB DESCRIPTION:- This role is responsible for building a strong learning culture, elevating operational excellence, and ensuring consistent service , food quality, and brand standards across 220+ store team ensuring them to achieve business and sales targets.

Key Responsibilities

1. Learning Strategy & Capability Building

• Design the long-term L&D vision to support business growth, operational efficiency, and brand differentiation.
• Establish structured learning pathways for all roles, including tea masters, supervisors, caf managers, and field teams.
• Introduce scalable training frameworks that support multi-unit expansion and operational consistency.

2. Training Operations Management

• Oversee all training delivery formatson-floor coaching, classroom sessions, virtual modules, and one-on-one guidance.
• Ensure that each training intervention directly improves team capability in beverage preparation, service etiquette, hygiene standards, and outlet performance.

3. Content Creation & Standardisation

• Develop high-quality training materials such as SOP manuals, recipe guides, visual modules, assessments, and competency checklists.
• Build a repository of updated learning assets that reflect menu changes, new processes, quality expectations, and operational refinements.

4. New Store Opening (NSO) Readiness

• Lead complete training execution for all new caf launchesfrom pre-opening briefings to post-launch performance stabilisation.
• Work with Operations and Projects teams to ensure every new store opens with fully trained and confident staff.

5. Skills Evaluation & Continuous Improvement

• Implement periodic skill assessments, behavioural audits, role certifications, and skill-gap mapping tools.
• Build refresher training plans to close gaps in service quality, product consistency, and operational discipline.

6. Quality, Compliance & Safety

• Integrate FSSAI guidelines and company hygiene standards into all training programs.
• Ensure teams demonstrate consistent quality across beverages, food items, guest service, and caf cleanliness.

7. Performance Tracking & Impact Measurement

• Track the ROI of training through measurable indicators such as guest feedback, repeat scores, wastage levels, speed of service, quality audits, and team retention.
• Present structured monthly training performance reports to senior leadership.

8. Talent Development & Culture Building

• Mentor caf managers and supervisors to build internal leadership pipelines.
• Promote a culture of continuous learning, curiosity, and service excellence across the organisation.
• Strengthen behavioural training modules—communication, customer handling, team discipline, and leadership.

9. Training Administration & Systems

• Maintain detailed records of training schedules, certification status, attendance, assessment results, and NSO readiness reports.
• Introduce digital training platforms or LMS tools to make learning more accessible and trackable.

10. Team Leadership

• Guide and mentor the two Deputy Trainers and one Field Trainer; define their KPIs, training coverage, and development roadmap.
• Conduct regular train-the-trainer programs to ensure high-quality and standardized delivery across all units.

Key Skills & Competencies

• Communication: Strong verbal, written, and presentation skills.
• Leadership: Ability to motivate, coach, and influence teams at all levels.
• Operational Knowledge: Experience in QSR, caf, or hospitality operations is essential.
• Technical Proficiency: Comfortable with MS Office and restaurant management/training software.
• Analytical Ability: Skilled at identifying gaps, tracking KPIs, and improving training effectiveness.
• Mobility: Willingness to travel across stores for training, audits, and new openings.

Deep understanding of QSR pace and operational dynamics