Training Manager

4 weeks ago

india Open Destinations Full time

Title: Training Manager
Business Unit: Business Support Service (BSS)
Reporting To: Head of Business Excellence
Job Type: Work from office
Location: Panjim, Goa

Company Profile
Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with more
than 25 years’ real-world experience. Our team consists of have 700+ travel professionals who work 24X7 with
100+ customers globally to support and scale travel businesses.

Duties & Responsibilities

Oversees training programs that include web-based seminars, printed manuals, group sessions, training videos, and more. Assess training needs (quality issues), conduct root cause analysis, recommend insights, develops improvement plans, and collaborate with operations team to improve quality performance. Conduct skill gap analyses and map out long-term training plans for all teams. Manage the end-to-end process for Transitions, ensuring that key elements during the process are addressed and resolved. Reviews training materials produced by clients during transition to determine appropriateness and relevance. Modifies or creates course materials and training schedule to meet specific training needs. Presents in-person and online training sessions or hires qualified personnel to do so. Monitors process training programs and manuals to ensure that they are effective and up-to date and makes updates as necessary. Maintains understanding of new educational and training techniques and methods. Compliance and continuous improvement to ODL SOPs. Creates management reports and presentations to keep senior leadership up to date on schedule, ROI, and deliverable (KPIs) status. Conduct Train the Trainer sessions to develop other trainers. Strengthen Quality management processes / framework to improve quality delivery. Evaluate effectiveness of MQP strategies.

Required Skills

Excellent Domain Knowledge – Must have at least 5 years of experience Ability to work in different shifts (UK/US hours) with staggered offs as per client requirement. Exceptional communication and interpretation skills. Experience in client facing role with very good English language knowledge (B2B and B2C) Deep understanding of the different aspects of BPO business–SLA, Baselining, QA, Training MIS. Excellent project management skills applied to wide range and number of project types, complexities,
domains, and geographies. Excellent knowledge of process improvement methodologies – preferably Lean, Six Sigma – Yellow/Green Belt. Good knowledge of MS Project and MS Visio (process mapping methodologies). Strong analytical skill- ability to work with huge volume of data using statistical tools.
Additional/Preferred Skills. Experience and understanding of travel or tour operator business. BB certification is preferred / not mandatory.

Educational Qualifications Required

Bachelor’s degree in any field. Master’s degree is a plus.

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