Learning And Development Specialist

JOB DESCRIPTION

Job Title:Learning & Development SpecialistLocation:MumbaiLegal Entity:Aspire Lifestyle Reports Functionally To:Group General Manager Aspire Lifestyles Operations Reports Administratively To: Senior Manager - Training Works Closely with:Assistant General Manager Learning & Development; Senior Learning & Development Managers; Managers of Aspire Lifestyles Operations; Senior Quality Managers, Group Manager L&D. Group Instructional Designer & E-learning team ; BDM/BDD Aspire Lifestyles, Quality and Compliance ManagerDirect Reports:NoneFunctional Reports:None (Aspire Lifestyles Trainers will report into region)

Overall Purpose of The Job(Brief description of the primary purpose of this position)

The purpose of the role is to:

• Act as the subject matter expert and design, develop, and deliver innovative Aspire Lifestyles flavored training methodology, standards and curriculum.
• Be responsible for all new staff training as well as ongoing development through creative learning for existing staff, thereby enhancing the quality of service to Aspire Lifestyles clients and customers.
• Be responsible for the development of a curriculum and establishes a clear accessible service offering via established standards and content to enhance the quality of service to Aspire Lifestyles clients and customers.
• Be a custodian of our brand and our values, creating a culture where people are motivated to learn, spotlighting and celebrating learning success.

Key Client Segments:

• Banks: Private Banking, Wealth Management, Credit Card Issuing Banks
• Credit Card and Insurance Organisations
• Telecommunications, Automotive, Airline, Hospitality, Premium Retail, etc.

RESPONSIBILITES (Aligned to the 7 operating pillars of L&D)

1. Establish

2. Through strong knowledge of the business, drives Aspire Lifestyles corporate and business objectives

3. Understands Audits and Compliance needs for refresher standards (PCI DSS, ISO, etc.)

4. Develops an understanding of needs and establishes a plan. Thinking/ investigating impact (Level 4 KPIs) at all times.

5. Innovate

6. Leads and participates in Creative workshops with multiple stakeholders, incorporating best practice experience, external research, and thinking to achieve optimal results

7. Keeps the user, Operations, and a Client First focus in mind when initiating development interactions with Aspire Lifestyle team members. . Utilizes an established network of subject matter experts to assist as required.

8. Design

9. Designs and develops development interventions that are blended in their approach, embrace the established Design & Delivery Principles, and use Group templates that appeal to multiple generations of learners.

10. Creates and maintains a Learning & Development service offering which is customized for Aspire Lifestyles.

11. Implement

12. Works with stakeholders to ensure that Educate, Expose & Experience opportunities are included with development interventions and that all development initiatives are ready in time and geared towards meeting user and client requirements.

13. Deliver

14. Delivers development interventions and trains the trainers as required utilising available resources, technology, and creative mediums as appropriate.

15. Ensures that appropriate assessment and necessary remedial action occurs.
16. Maintains accurate development records.

17. Ensures own development takes place including participation in the Group Trainer Calibration process in order to operate at full potential for the organization, enabling own career progression.

18. Embed

19. Creates the Stick factor of learning for Aspire Lifestyle through the development of embedding activities including (but not limited to): providing assessment methods and feedback communications; internal media; coaching, mentoring, calibrations, and skills/knowledge/behaviour.

20. Creates energy for learning which inspires our Aspire Lifestyles Concierge to live and breathe our brand and values while driving a superb service experience for our clients and our members. .

21. Evaluate

22. Processes, calculates, analyses, and acts on results from Level 1-4 KPIs in: evaluating development; spotlighting and celebrating learning success.

23. Shares best practices within the organization, understands training needs, and ensures that the outcome matches Level 4 KPI expectations.

Other focus areas and KPIs

Commercial

• Supports client-specific contractual needs as identified (during contract lifecycle).
• Demonstrates user systems and test/training environments as needed in client presentations and participates in RFP responses to ensure that systems, applications, processes, and procedures are in line with our overall commercial strategy.

As a Learning and Development specialist

• Works within and promote all International SOSs policies and procedures.
• Carries out any other reasonable duties as requested by the direct or functional manager.
• Works at other locations as and when required.
• Works flexible hours as appropriate to meet the needs of the position.

Key Performance Indicators (KPIs)

• Level 1 Participant enjoyment (at an appropriate level conducive to learning)
• Level 2 Participant learning (confidence shift & usefulness of curriculum in current and/or future job role)
• Level 3 Application of learning by the participant (able to apply learning when performing their current job, in calibrations, and in call reviews)
• Level 4 Impact on the Business (including customer satisfaction, G&A, ACS or equivalent, industry compliance adherence, employee satisfaction, supported team retention/ promotions).

Job Profile

Required Skills and Knowledge:

• Passion for the development of people and business improvement
• Innovation in the application of the science / art of Learning and Development
• Trust and respect of Aspire Lifestyles and International SOS operational policies and procedures
• Client Focus for the delivery of White Glove Customer service

Required Competencies (Critical behaviours necessary to successfully perform the job)

Action OrientedEnjoys working hard and full of energy for the challenge; not fearful of acting with a minimum of planning; seizes more opportunities than others; willing to pull up sleeves with a hands-on approach.Business AcumenKnows how the business works; knowledgeable in current and possible future policies, practices, trends, technology and information affecting the business; interprets data to make plans and demonstrates impact.Customer FocusIs dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in training delivery; acts with the customer in mind; establishes and maintains effective relationships and gains trust and respect.; has an eye for detail. Drive ResultsCan be counted on to exceed goals successfully; is constantly and consistently a top performer; very bottom line oriented; steadfastly pushes self and others for results. Functional/Technical Skills Has the functional and technical knowledge and skills to do the job at a high level of accomplishment in the field of Learning and development and supports the 7 pillars of L&D.Integrity & TrustIs widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesnt misrepresent self for personal gain.Managing Vision & PurposeCommunicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and rallies support behind the vision shareable by everyone; inspires and motivates entire units.Motivating OthersCreates a climate in which people want to do their best; motivates teams and/or project members; assesses each persons hot button and use it to get the best out of them; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel their work is important; is someone people like working for and with.ResiliencePursues everything with energy; drives and strives toward excellence for self and others; seldom gives up before finishing, especially in the face of resistance or setbacks.

Required Work Experience/Knowledge:

• Geographical awareness and cultural sensitivity
• Previous Learning and Development experience within an operations or technical environment
• Project Management experience an advantage
• Concierge, Hospitality, Luxury or other similar sector operational background (e.g. logistics, security, shared service)

Desirable Work Experience:

• 2+ years experience in the banking/hotel/travel industry

Required Qualifications:

• Tertiary educational qualifications relevant to service industry or adult learning and development management

Travel Requirements:

• To travel as needed locally and globally
• To support other Aspire Lifestyles locations as and when required

Required Languages:

• Excellent oral and written English language skills

Travel / Rotation Requirements (Brief description of any travel or rotation requirements)

• As required