Training Manager- QSR/ Retail Background

3 weeks ago

Gurugram, India Stanza Living Full time

Job Responsibilities:

  • Understand the business operations and analyze 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
  • Immediate Joiners preferred

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