HR Learning and Development Manager

Position Overview:

Dynamic and experienced Learning and Development Manager. This individual will play a pivotal role in shaping the company's service standards, enhancing employee skills, and fostering a culture of continuous learning and professional development. The role includes creating and implementing Standard Operating Procedures (SOPs), training team members across departments, and supporting organizational development.

Key Responsibilities:

1. Standard Operating Procedures (SOPs):

• Develop and implement SOPs across various departments to ensure consistent and high quality service delivery.
• Collaborate with department heads to refine existing processes and align them with business goals.
• Regularly review and update SOPs to reflect evolving business needs and industry best practices.

2. Frontline Team Training:

• Design and deliver comprehensive training programs for frontline team members focusing on:
• Greeting and welcoming customers.
• Creating positive customer touchpoints.
• Complaint and situation handling.
• Grooming standards and body language.
• Soft skills development, including effective communication and empathy.
• Conduct regular role-playing sessions and workshops to simulate real-life scenarios.
• Monitor and assess the effectiveness of training through feedback and performance metrics.

3. Sales Team Training:

• Train sales personnel on the sales process, effective communication, and customer engagement techniques.
• Accompany sales team members during client tours to assess performance and provide constructive feedback.
• Develop and implement training modules on negotiation, objection handling, and upselling skills.
• Collaborate with the sales team to create tailored training programs based on market trends and customer insights.

4. Technical Team Collaboration:

• Work closely with the technical team to:
• Design and implement training schedules for team members.
• Monitor training progress and address any challenges or gaps.
• Develop easy-to-follow guides and resources to support technical training.

5. Organizational Development and Performance Review:

• Lead initiatives to foster organizational development, ensuring alignment with the company's vision and goals.
• Conduct regular performance reviews for employees, providing actionable feedback and development plans.
• Identify training needs through performance assessments and recommend targeted solutions.
• Drive a culture of accountability, continuous improvement, and professional growth.

6. Leadership Development Programs:

• Design and implement leadership training initiatives to develop future leaders within the organization.
• Focus on key leadership attributes such as decision-making, strategic thinking, conflict resolution, and team management.
• Facilitate workshops, mentorship programs, and coaching sessions to nurture leadership potential.

Skills and Qualifications:

• Proven experience in Learning and Development.
• Strong knowledge of customer service standards and training techniques.
• Excellent communication, presentation, and interpersonal skills.
• Ability to design, implement, and monitor SOPs effectively.
• Experience in sales training and performance management.
• Proficiency in organizational development practices and tools.
• Leadership skills with the ability to inspire and motivate teams.

Key Competencies:

• Customer-Centric Approach: Ability to instill a customer-first mindset across teams.
• Problem-Solving: Proactive in addressing challenges and implementing effective solutions.
• Adaptability: Capable of tailoring training programs to suit diverse team needs.
• Analytical Skills: Strong ability to assess training effectiveness and track progress.
• Team Collaboration: Works seamlessly with cross-functional teams to achieve organizational goals

This role is critical in enhancing the overall service experience and ensuring all employees are equipped to exceed customer expectations. The ideal candidate will be a proactive leader with a passion for professional development and organizational growth.

Additional Skills:

• Change management- Managing changes within an organization / Strategy needed to manage organizational change effectively.
• Employee relations -resolving complaints
• Policy development - Develop / implement HR policies that reflect company culture
• Talent Development- Identify skills gaps, design L&D programs
• Preparing training calendars and execution of training modules
• Return on investments