Senior Manager - Operations Training

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