Stanza Living - Manager - Training (5-9 yrs)

Manager - Training

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