Senior Manager of Learning & Development at Rain, leading scalable CX learning strategies for internal teams and BPO partners.
About the role
- Talent Development Specialist enhancing training and development programs for a global luxury concierge service in the travel industry. Focused on coaching and implementing effective training practices.
Responsibilities
- Deliver induction training: ensuring dynamic sessions, sensible spread of information & timing of sessions as well as ample time for practical exercises
- Ensure all training material regularly updated and available before each session
- Deliver (1 – 2 days) on the job coaching post first two weeks of induction (or handover to team manager or other trainer where necessary)
- Manage and ensure completion of any training to be delivered within the first 12 weeks
- Provide feedback and handover notes to the line manager and buddy about new starters, including listening to calls, looking at requests and any watch outs
- Where appropriate, create training plans, implement sessions and mentor for the lifestyle manager development programmes
- Deliver training modules as and when required, including refresher training
- Update training modules and manual as new processes are implemented within the company
- Work with line managers to identify training needs for individuals and teams
- Work closely with key stakeholders specific travel travel regarding training needs in terms of feedback (including NPS)
- Support team managers to coach LMs (objectives to be agreed for individuals with team manager) on the floor
- Continuous coaching of all employees in terms of overall Member Satisfaction and agreed measures to be implemented based on feedback
- Keep up to date records of coaching, including successes and challenges and communicate to line manager monthly
- Closely work with the other travel trainers within Ten and do align training needs and schedules with Ten globally
- Closely work with Travel TMs and Head of Travel as well as the Operations Director AEMEA to analyse working processes, identify measure to further improvement of efficiencies, training of new processes and monitor/reporting of improvements
- Be involved in sign-off and assist in the implementation of new releases
- Support the Development Team in testings, process changes etc.
- Collaborate with HR, department managers, and other stakeholders to align talent development efforts with the overall strategic objectives of Ten.
- Support with induction training and onboarding through facilitation of sessions.
- Promote a culture of employee engagement by fostering a supportive and motivating work environment.
- Communicate regularly with employees to promote awareness of available development opportunities and to gather feedback on programs and initiatives.
Requirements
- Min 3 years experience in Training and Talent Development capacity
- Experience in the facilitation of training sessions either face-to-face and/or virtually.
- Min 3 years within a Travel and/or Aviation industry having worked with a GDS.
- **Knowledge:**
- Talent Development Principles: Understand the fundamental concepts, theories, and best practices related to talent development, adult learning, and organizational development. Knowledge and expertise in Talent Development Initiatives within Europe.
- Training and Development Methods: Be well-versed in various training and development methods, such as e-learning, classroom training, mentoring, coaching, and on-the-job training.
- Assessment and Evaluation: Know how to design and implement assessments to identify skill gaps and evaluate the effectiveness of training programs.
- Performance Management: Understand performance management systems, including goal setting, performance appraisal, and feedback mechanisms.
- Legal and Compliance: Stay informed about relevant labor laws, regulations, and compliance requirements related to talent development and HR practices.
- Travel & Leisure Industry: A strong foundation in the travel and leisure industry is beneficial. This includes understanding various travel destinations, accommodations, transportation options, and leisure activities.
- Global Distribution System: strong foundation and proficiency in using a GDS, preferably Amadeus.
- **Knowledge, Skills & Abilities:**
- Possess strong verbal and written communication skills in professional English to effectively convey training objectives, facilitate discussions, and write training materials. Additional languages either German or French beneficial.
- Be skilled in facilitating group discussions, workshops, and training sessions to engage learners and promote active participation. In particular have experience in remote facilitation.
- Ability to design, develop, and update training materials and programs, considering adult learning principles and various learning styles.
- Analytical skills to gather and interpret data related to training effectiveness and make data-driven decisions for program improvement.
- Manage multiple training projects simultaneously, including planning, scheduling, budgeting, and resource allocation.
- Familiarity with learning management systems (LMS), e-learning authoring tools, and other technology platforms used for training and development.
- Skill in handling conflicts and challenges that may arise during training or mentoring sessions.
- Ability to provide constructive feedback and mentor individuals to help them develop their skills and careers.
- Proficiency in Microsoft Office skills is essential and significantly enhances your productivity and effectiveness in the workplace. (Excel, Word, PowerPoint, Outlook, Access, OneNote)
Benefits
- A competitive salary package.
- Hybrid working. You can combine working from home and working from the office. If you don’t live near our office, then we are open to fully remote working options too.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Extra Rewards. Lucrative Ten Loyalty Rewards program.
- Remote Working Holidays - possibilities to Travel and Work!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Genuine career opportunities within a dynamic and international company.
- Safe & secure offices located in Kingdom of Saudi Arabia / United Kingdom.
Job title
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