Key Responsibilities:
1. Upskilling & Capability Development (Core Priority):
- Program manage all upskilling initiatives for operational workforce, ensuring scale, consistency, and measurable outcomes.
- Drive structured capability building across frontline teams and mid-management through role-based interventions.
- Ensure continuous learning cycles through refreshers, certifications, and targeted skill-building programs.
2. Training Needs Identification (TNI) & Learning Journey Design:
- Partner with business leaders to assess training needs and identify capability gaps across functions.
- Translate TNI inputs into structured, role-relevant learning journeys for frontline staff and people managers.
- Design progressive learning pathways aligned to operational requirements, customer experience expectations, and career progression.
3. Induction, Onboarding & EVP Initiatives:
- Design and operationalize induction and onboarding frameworks to ensure strong assimilation and early productivity.
- Build consistent onboarding experiences that reinforce culture, service standards, and role clarity.
4. Program Management & Delivery:
- Own end-to-end execution of L&D programs, including planning, scheduling, rollout, and closure.
- Manage training calendars, dashboards, and trackers to ensure timely delivery across locations and functions.
- Maintain training MIS, documentation, and audit-ready records.
Qualifications & Experience:
- Graduate/Postgraduate in any discipline (Hospitality, Operations, HR, Retail or related fields preferred).
- 8-12 years of experience in Learning & Development, training, or capability building roles in operational environments.
- Experience in managing large-scale upskilling programs for frontline / customer-facing workforce.
Key Skills & Competencies:
- Strong program management and execution capability.
- Understanding of frontline operations and service delivery environments.
- Data orientation and tracking discipline.
- Clear communication and facilitation skills.
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