National Training and Development Manager

About the position

Are you a well presented, seasoned expert in training and development, with over 5 years of experience in a senior capacity? Do you possess a proven track record in cultivating national customer service teams to deliver unparalleled guest experiences?

We're on the lookout for a talented individual to spearhead training initiatives with finesse and expertise. If you're skilled in crafting meticulously tailored training materials in impeccable English, adept at teaching and facilitating large groups, and passionate about skills development, we want you!

A background in customer relationship management and/or
HR qualifications will be a significant advantage.

But it's not just about qualifications – we're seeking someone who embodies exceptional communication skills, resourcefulness, and a genuine passion for empowering others. If you possess high emotional intelligence and empathy, you'll thrive in our collaborative and supportive environment.
Minimum Requirement

• 5 years in a Senior Training Capacity.
• Background in developing teams, ideally in Customer Service within the Hospitality industry (Not essential). 
• Well-written training materials in above-average English language skills
• Background in teaching and facilitation to large groups.
• Skills development
• Knowledge of EE submissions and all training and skills-related legislation.
• Budgeting and cost analysis for the whole department.
• Customer Relationship Management and HR Management qualification or related.
• Excellent communicator, resourceful, and passionate.
• High emotional intelligence and empathy skills.

Responsibilities

• Resolve all training requirements for various customer operations.
• Develop and maintain documents for various processes and assist in preparing appropriate development plans for the same.
• Provide optimal level of customer service to all customers.
• Design and maintain training courses for all materials and develop appropriate computer applications for manuals.
• Coordinate with various employees and provide feedback to all stakeholders.
• Maintain high-level knowledge of products and services.
• Facilitate in providing training sessions, develop appropriate objectives, and ensure achievement for same.
• Provide training to all operations teams as per requirement.
• Maintain records of all associated training materials and manuals.
• Provide technical support to all recruits and provide training on all human resources related to the job.
• Monitor all client issues and provide training to resolve all service-related queries.
• Ensure optimal levels of customer satisfaction and compile all feedback to analyse the work of employees.
• Provide support to all national and regional training programs.
• Participate in various team and store meetings.
• Managing a national service team.
• Driving consistency across the country.
• Implementing incentive drives.
• Driving company culture.

Desired Skills:

• customer services
• training
• skill development
• team management
• HR