6,597 Learning And Development Manager jobs in India
Learning & Development Manager
Posted today
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Job Description
**Job Number** 25115190
**Job Category** Human Resources
**Location** Sheraton Grand Palace Indore, Omaxe City 1, Indore, Madhya Pradesh, India, 452016VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization's mission and vision. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.
**CANDIDATE PROFILE**
**Education and Experience**
- 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional area; certified trainer.
OR
- 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.
**CORE WORK ACTIVITIES**
**Administering Employee Training Programs**
- Promotes and informs employees about all training programs.
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
- Helps employees identify specific behaviors that will contribute to service excellence.
- Ensures employees receive on-going training to understand guest expectations.
- Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
- Meets with training cadre on a regular basis to support training efforts.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
**Evaluating Training Programs Effectiveness**
- Monitors enrollment and attendance at training classes.
- Meets regularly with participants to assess progress and address concerns.
- Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Measures transfer of learning from training courses to the operation.
- Ensures adult learning principles are incorporated into training programs.
**Developing Training Program Plans and Budgets**
- Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
- Aligns current training and development programs to effectively impact key business indicators.
- Establishes guidelines so employees understand expectations and parameters.
- Develops specific training to improve service performance.
- Drives brand values and philosophy in all training and development activities.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
**Managing Training Budgets**
- Participates in the development of the Training budget as required.
- Manages budget in alignment with Human Resources and property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Utilizes P-card if appropriate to control and monitor departmental expenditures.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated?Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
When you join the Sheraton family, you become a member of its global community. We've been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you're a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be 'The World's Gathering Place'. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. **Be** where you can do your best work,? **begin** your purpose, **belong** to an amazing global? team, and **become** the best version of you.
Learning & Development Manager

Posted today
Job Viewed
Job Description
**Job Number** 25103076
**Job Category** Human Resources
**Location** Marriott Executive Apartments Bengaluru UB City, 24 Vittal Mallya Road UB City, Bengaluru, Karnataka, India, 560001VIEW ON MAP ( Full Time
**Located Remotely?** N
**Position Type** Management
**JOB SUMMARY**
Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization's mission and vision. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.
**CANDIDATE PROFILE**
**Education and Experience**
- 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional area; certified trainer.
OR
- 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.
**CORE WORK ACTIVITIES**
**Administering Employee Training Programs**
- Promotes and informs employees about all training programs.
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
- Helps employees identify specific behaviors that will contribute to service excellence.
- Ensures employees receive on-going training to understand guest expectations.
- Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
- Meets with training cadre on a regular basis to support training efforts.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
**Evaluating Training Programs Effectiveness**
- Monitors enrollment and attendance at training classes.
- Meets regularly with participants to assess progress and address concerns.
- Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Measures transfer of learning from training courses to the operation.
- Ensures adult learning principles are incorporated into training programs.
**Developing Training Program Plans and Budgets**
- Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
- Aligns current training and development programs to effectively impact key business indicators.
- Establishes guidelines so employees understand expectations and parameters.
- Develops specific training to improve service performance.
- Drives brand values and philosophy in all training and development activities.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
**Managing Training Budgets**
- Participates in the development of the Training budget as required.
- Manages budget in alignment with Human Resources and property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
- Utilizes P-card if appropriate to control and monitor departmental expenditures.
_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated?Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._
The world is a big place and Marriott Executive Apartments offers temporary housing that feels like home in the biggest and best cities for business travel across Europe, Asia, Latin America, Africa and the Middle East. Join the Marriott Executive Apartments team and help our guests adapt to a new locale and feel comfortable and cared for while living away from home. In joining Marriott Executive Apartments, you join a portfolio of brands with Marriott International. **Be** where you can do your best work,? **begin** your purpose, **belong** to an amazing global? team, and **become** the best version of you.
Learning & Development Manager
Posted today
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Job Description
Job Description
The PositionThe Learning & Development Manager will lead the development of commercial capabilities to support business excellence. The L&D Manager will work in close partnership with the Cluster L&D Lead to support and implement learning and development initiatives across all AP markets.
Responsibilities- Design, deliver, and evaluate learning programs that build functional competencies and address performance gaps, aligned with commercial strategies.
- Plan, develop, and implement L&D initiatives to enhance sales and marketing effectiveness.
- Coordinate and manage training activities and services for commercial teams.
- Support and coach individuals in identifying strengths, development needs, and career growth opportunities.
- Serve as a performance consultant and strategic partner to Business Units.
- Lead and facilitate behavioral and cultural change initiatives to drive commercial excellence.
- Collaborate on change management efforts and cross-functional projects as required.
- Work flexibly across multiple markets, adapting to diverse business needs and cultural contexts.
- Managerial experience is preferred.
- Strong facilitation, communication, presentation, and project management skills.
- Demonstrated ability to build talent, focus on customer needs, drive results, and foster collaboration.
- Strong interpersonal and analytical thinking skills.
- Proficiency in English, both written and spoken, is required; additional language skills are an advantage.
- Familiarity with a variety of training methods, including mentoring, coaching, classroom and on-the-job training, e-learning, workshops, and simulations.
Secondary Job Description
Who We Are:
Organon delivers ingenious health solutions that enable people to live their best lives. We are a $6.5 billion global healthcare company focused on making a world of difference for women, their families and the communities they care for. We have an important portfolio and are growing it by investing in the unmet needs of Women’s Health, expanding access to leading biosimilars and touching lives with a diverse and trusted portfolio of health solutions. Our Vision is clear: A better and healthier every day for every woman.
As an equal opportunity employer, we welcome applications from candidates with a diverse background. We are committed to creating an inclusive environment for all our applicants.
Annualized Salary Range
Annualized Salary Range (Global)
Annualized Salary Range (Canada)
Please Note: Pay ranges are specific to local market and therefore vary from country to country.
Employee Status:
RegularRelocation:
No relocationVISA Sponsorship:
Travel Requirements: Organon employees must be able to satisfy all applicable travel and credentialing requirements, including associated vaccination prerequisites
Flexible Work Arrangements:
Shift:
Valid Driving License:
Hazardous Material(s):
Number of Openings:
1Learning & Development Manager
Posted today
Job Viewed
Job Description
Company Description
Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.
By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Hospitality is a work of heart ,
Join us and become a Heartist ®.
Job Description
Learning and Development Manager
Novotel Lucknow Gomti Nagar & Mercure Lucknow Gomti Nagar
Qualifications
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Learning & Development Manager
Posted today
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Job Description
One of our cultural mindsets is authentic dialogue and authenticity; Bring your authentic self to work at Engineers Australia! We offer meaningful, purpose-driven work. Our people work to support the engineering profession that shapes the very world we live in. With more than 140,000 members, Engineers Australia is the voice of the profession, and we need you to help us drive mutual value for our members and industry partners.
About the role
We are looking for a curious, courageous, and creative Learning & Development Manager to lead building a culture of lifelong learning, future-ready skills, and values-driven leadership. If you're passionate about growth, love designing impactful learning experiences, and can navigate complexity with confidence, we want to hear from you. This is a standalone role with high autonomy, influence, and visibility - no direct reports, but plenty of collaboration with our Executive Team, People Leaders, Employees and Volunteer Network. There is minimal bureaucracy, which means your work makes a real, visible difference. The role has loads of flexibility with a choice of part-time (min. 4 days) or full-time (5 days),
Location
Preference for Brisbane, Sydney, Melbourne or Canberra with a balance of working from home and in office.
In this role you will:
· Foster a Learning Culture: Champion continuous learning, design learning ecosystems that integrate formal, informal, and social learning.
· Develop Future-Ready Leaders: Create leadership programs that support our leaders capability and confidence to lead our transformation and deliver on our strategy.
· Prepare for the Future of Work: Translate workforce strategy into learning priorities that anticipate future skills, and lead capability mapping and skills gap analysis to inform targeted development.
· Build AI & Digital Capabilities: Partner with business and technology leaders to embed AI literacy and digital skills, helping our people to get tech savvy!
· Ensure Compliance & Regulatory Excellence (employees and volunteers): Sequence, schedule and deliver mandatory training that’s clear, relevant, and engaging.
· Be a Role Model for Leadership & Culture: Embody and promote EA’s values, mindsets and leadership behaviours, and act as a coach, mentor, and thought partner to leaders and teams.
· Lead the L&D Function: Partner with the business to develop a learning and development framework of programs and initiatives to strengthen our leaders and people’s capability. Manage the learning & development budget, policies and procedures, reporting, and oversee external partnerships and platforms.
*Please refer to the supporting documents to review the full success profile (position description).
About you:
· You bring expertise in L&D or OD, capability gap analysis and frameworks, digital learning technology, and facilitation.
· You’ve designed and delivered leadership development, capability building, and compliance programs that support strategic priorities and legislative needs.
· You’re proactive, imaginative, and know how to turn a brief into a wonderful learning experience.
· You ask great questions, listen deeply, and deliver for impact with the right outcomes.
· You’re familiar with AI trends, digital platforms, and workforce analytics.
· You thrive in ambiguity, move at pace, and bring others along with clarity and confidence.
Why work for Engineers Australia?
· People are at the heart of what we do and why we do it.
· Enjoy competitive remuneration and salary packaging that recognises your expertise and contributions
· Generous paid leave options including 15 days of Personal Leave and 3 days of Life Leave
· Achieve a healthy work-life balance with hybrid working model, ensuring your personal well-being complements your professional fulfillment
· Unlock career growth prospects, as we invest in you and provide avenues for advancement in EA.
· A diverse, inclusive, and supportive team culture that supports you to lead and achieve
· Proud AWEI Bronze Employer Award winner (2023–2026), championing a safe and inclusive workplace for LGBTQ employees.
Ready to apply? Click ‘Apply Now’ to submit your cover letter and resume by 31 July 2025 . This position is subject to both a National Police Check and Reference Check.
Diversity, inclusion and your privacy: Engineers Australia embraces diversity, inclusion and belonging and are committed to building a team that represents the communities that we live in and creating a safe inclusive environment for our people. We are a flexible workplace, please talk to us about your flexible working needs during our recruitment process. Our commitment to inclusivity means that we will work with you to ensure that your experience with us is accessible and welcoming. If you need any reasonable accommodation to fully participate in the job application, interview process, or to perform essential functions of the role, please know that we are here to support you. Please feel free to reach out to our Talent Team at , our dedicated point of contact for all accommodation-related matters. We welcome applications from everyone, including people with disabilities, mature age and young job seekers, members of the LGBTI+ community, Aboriginal and Torres Strait Islander people and other culturally diverse backgrounds.
At Engineers Australia, we believe that diversity and inclusion are essential for our success. We look forward to welcoming candidates from all backgrounds and providing necessary support where needed to ensure a level playing field for all applicants. Please visit Engineers Australia’s website to view our Privacy Policy in relation to the collection of candidate information: ttps://
Thank you for considering a career with us.
#LI-HA1
Learning & Development Manager
Posted today
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Job Description
WHO WE ARE
The Australian Indigenous Governance Institute (AIGI) is an Indigenous-led national centre specialising in governance knowledge and excellence. The Australian Indigenous Governance Institute (AIGI) is an Aboriginal and Torres Strait Islander organisation recognised for its Indigenous governance leadership, knowledge, and excellence. We connect Indigenous peoples, organisations and communities with tools, resources, and networks to achieve self-determination through strong self-governance.
AIGI’s headquarters are located at the Brisbane Technology Park in Eight Mile Plains, Queensland, with staff working remotely in various Australian states and territories. AIGI is governed by an all-Indigenous Board of Directors. Our current strategic plan was launched in 2025 and will complete its cycle in 2028 with a strong focus on Indigenous Governance Leadership and Success, Indigenous knowledge and wisdom, and Sustainability.
To find out more about our organisation, visit our website
THE OPPORTUNITY
We have an exciting opportunity for a Learning & Development (L&D) Manager to join our team! This role will report to the Director of Learning & Resources, and will provide strategic and operational leadership for AIGI’s learning and training programs. This role will be responsible for the design, structure, and quality assurance of all learning content and internal delivery systems of programs.
The L&D Manager leads a team responsible for learning content development, youth programs, and internal training capability. Working in parallel with the L&D Project Specialist, who leads client project delivery, the Manager ensures AIGI’s L&D infrastructure is sustainable, culturally grounded, and future focused.
Your main role responsibilities include:
- Provide strategic leadership for AIGI's learning offerings, ensuring alignment with the AIGI’s Strategic Plan and Indigenous governance values.
- Manage and develop a team focused on learning capability, design, and content creation, fostering a culturally safe and collaborative environment.
- Oversee the co-design and development of diverse learning resources, including culturally grounded workshops, e-learning, and youth-targeted content.
- Lead the implementation and integration of AIGI's Learning Management System (LMS).
- Ensure quality assurance and compliance of all L&D materials, policies, and internal procedures with relevant educational and legislative standards.
- Maintain operational oversight of internal systems supporting learning delivery, such as scheduling and documentation tools.
- Design and implement mechanisms for internal data capture and quality monitoring to support program evaluation.
- Contribute to strategic reporting for the Director and Executive as required.
- Collaborate cross-functionally with the Project Specialist, Communications, Operations, and external partners to ensure seamless content and delivery alignment.
- Integrate emerging learning needs, particularly in youth and leadership development, into AIGI's programming.
WHAT YOU NEED TO SUCCEED
To be successful in this role, you ideally have:
- Demonstrated cultural competency and experience working with Aboriginal and Torres Strait Islander peoples and organisations in community, ability to communicate effectively and sensitively with Aboriginal and Torres Strait Islander peoples.
- Qualifications in education, Indigenous studies, adult learning, or instructional design.
- Experience supporting digital learning innovation in a not-for-profit or community setting.
- Proven leadership experience managing teams focused on content development, program strategy, or internal capability building.
- Experience designing or overseeing culturally grounded learning materials or curriculum.
- High-level organisational skills, including workflow management, QA systems, and staff planning.
- Strong written and verbal communication skills with the ability to prepare internal reports and high-quality educational resources.
- Demonstrated ability to collaborate across departments and maintain team alignment with organisational strategy.
- Ability to travel interstate as required.
WHO ARE YOU?
You're a self-motivated and passionate leader with a deep understanding of, and experience working effectively within, Aboriginal and Torres Strait Islander communities and organisations. You enjoy working in a fast paced, agile environment with competing priorities and deadlines, and enjoy leading and managing a broad range of learning and development initiatives.
You thrive leading a team to achieve collaborative goals, and you genuinely enjoy building relationships and working closely with internal and external stakeholders within the Indigenous community. You have strong emotional intelligence and understand the cultural sensitivities and significance of the Indigenous community's history and future.
HOW TO APPLY
We ask that you provide a cover letter addressing the selection criteria including your skills, experience and qualifications (maximum 2 pages) as well as your resume with your application. Should you have any questions, or need support in preparing these, please contact Poppy Whale at
AIGI is committed to achieving diversity and we strongly encourage applications from Aboriginal or Torres Strait Islander people.
AIGI acknowledges the Traditional Owners of Country throughout Australia and recognise their continuing connection to land, waters and culture. We pay our respects to their Elders, past present and emerging. This job advertisement comes from Gadigal Country.
Learning & Development Manager
Posted today
Job Viewed
Job Description
JOB SUMMARY
Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.
CANDIDATE PROFILE
Education and Experience
• 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional area; certified trainer.
OR
• 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.
CORE WORK ACTIVITIES
Administering Employee Training Programs
• Promotes and informs employees about all training programs.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Helps employees identify specific behaviors that will contribute to service excellence.
• Ensures employees receive on-going training to understand guest expectations.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Meets with training cadre on a regular basis to support training efforts.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
Evaluating Training Programs Effectiveness
• Monitors enrollment and attendance at training classes.
• Meets regularly with participants to assess progress and address concerns.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Measures transfer of learning from training courses to the operation.
• Ensures adult learning principles are incorporated into training programs.
Developing Training Program Plans and Budgets
• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
• Aligns current training and development programs to effectively impact key business indicators.
• Establishes guidelines so employees understand expectations and parameters.
• Develops specific training to improve service performance.
• Drives brand values and philosophy in all training and development activities.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Managing Training Budgets
• Participates in the development of the Training budget as required.
• Manages budget in alignment with Human Resources and property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Utilizes P-card if appropriate to control and monitor departmental expenditures.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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Learning & Development Manager
Posted today
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Job Description
Learning and Development Manager
Novotel Lucknow Gomti Nagar & Mercure Lucknow Gomti Nagar
- Conduct/review training needs analysis annually and budget accordingly;
- Plan training for future skill requirements and not just current;
- Ensure development and implementation of annual training plan training to address and narrow the performance gap;
- Maximise the use of Hotels Academic programs to address gaps in performance;
- Deliver all brand customer service and quality standards training to all members of the team;
- Maintain accurate reporting on the training delivery and learning programs implemented;
- Evaluate the effectiveness of the training for ROI and ROE;
- Seek feedback from participants and their managers for effectiveness of learning and development programs;
- Create a learning environment where each person has a personal development plan;
- Follow up talent after attending Hotels Academies training programs to support the application of learning on the job;
- Co-ordinate cross exposure and project based learning for star talent;
- Ensure all talent have access to learning opportunities;
- Participate actively in the Certified Trainers Network
Qualifications
- A bachelor’s degree in Human Resources, Hospitality Management, Hotel & Restaurant Management, Business Administration, or a related field. A master’s degree is advantageous
- Certifications in training or learning development, and preferably experience in the hospitality sector
- 2–5 years’ experience in a Learning & Development role, preferably within hotels or a related service industry.
- Proven experience in designing, implementing, and evaluating training programs, with a strong emphasis on guest service and operational excellence.
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Senior Learning Development Manager
Posted today
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Job Description
Job Description
We are seeking a highly skilled professional to lead our advocate development, quality assurance, and knowledge management efforts. The successful candidate will drive the strategic direction for training curricula, quality monitoring programs, and knowledge resources that enable exceptional customer support delivery.
Key Responsibilities:
- Develop comprehensive training strategies and detailed learning objectives for new hire onboarding and skills development
- Ensure engaging learning experiences that incorporate adult learning principles, utilizing multiple delivery methods including classroom instruction, e-learning modules, role-playing exercises, and hands-on simulations
- Partner with subject matter experts and content creators to create role-specific training paths and maintain current certification programs
- Create detailed training specifications and requirements that can be used by partners to develop training content and delivery methods
- Establish training effectiveness measurement criteria to enable data-driven adjustments to optimize training outcomes
- Develop and maintain robust quality monitoring frameworks (rubrics, scorecards and measurement criteria) to evaluate advocate performance across all customer touchpoints
- Define a quality monitoring strategy that drives regular adherence to performance standards that includes regular evaluation of customer interactions, scorecards, and calibration procedures
- Establish coaching guidelines and performance frameworks and establish a process to measure the effectiveness of coaching
- Collaborate with stakeholders to develop targeted action plans that address individual and team performance gaps and recognize exceptional performance
- Define knowledge base content standards and maintenance policies for both advocate-facing and customer-facing resources
- Set content creation guidelines, approval workflows and version control procedures ensuring all knowledge resources are current, accessible and searchable supporting real-time agent performance and customer self-service
Requirements
- Bachelor's degree in Education, Human Resources, Business Administration, or related field
- 5+ years experience in contact center operations with demonstrated expertise in training program development, quality assurance, or knowledge management
- Strong understanding of adult learning principles and instructional design methodologies
- Experience with quality monitoring tools, learning management systems, and knowledge base platforms
- Excellent analytical skills with proficiency in data analysis and reporting tools
- Outstanding written and verbal English communication skills with the ability to create clear, detailed specifications and guidelines
- Project management experience with ability to manage multiple initiatives simultaneously
Preferred Qualifications
- Experience in EdTech or subscription-based business models
- Experience managing remote or hybrid teams and BPOs
- Background in process improvement methodologies (Six Sigma, Lean, etc.)
- Experience with contact center technologies and workforce management systems
- Advanced degree or professional certification in relevant field
Cluster Learning & Development Manager
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Job Description
We are seeking a dynamic and visionary Cluster Learning & Development Manager to join our team in Novotel Visakhapatnam Varun Beach, Novotel Vijayawada Varun & The Bheemili Resort - Managed by Accor. In this pivotal role, you will be responsible for driving the learning and development initiatives across multiple locations within our cluster, ensuring the growth and success of our talented workforce.
- Develop and implement comprehensive learning and development strategies aligned with organizational goals and objectives
- Lead and manage a team of L&D professionals, providing guidance, mentorship, and performance management
- Design, deliver, and evaluate innovative training programs that address skill gaps and enhance employee performance
- Collaborate with senior leadership to identify learning needs and create tailored solutions for various departments and levels
- Manage the learning management system (LMS) and other L&D technologies to ensure efficient program delivery and tracking
- Analyze training effectiveness through data-driven metrics and provide regular reports to stakeholders
- Oversee the L&D budget, ensuring cost-effective utilization of resources while maintaining high-quality programs
- Stay abreast of industry trends and best practices in learning and development to continuously improve our offerings
- Foster a culture of continuous learning and development throughout the organization
- Develop and maintain relationships with external training providers and vendors as needed
Qualifications
- Bachelor's degree in Human Resources, Business Administration, or related field; Master's degree preferred
- 5+ years of experience in Learning and Development, with at least 3 years in a Leadership role
- Proven track record of designing and implementing successful training programs and talent development initiatives
- Strong leadership and management skills, with the ability to motivate and inspire teams
- Excellent communication and presentation skills, both written and verbal
- Proficiency in learning management systems (LMS) and other L&D technologies
- Expertise in curriculum development, instructional design, and adult learning principles
- Strong analytical skills with the ability to interpret data and generate actionable insights
- Project management experience, including the ability to manage multiple initiatives simultaneously
- Budget management skills and financial acumen
- In-depth knowledge of talent development best practices and industry trends
- Familiarity with various industries within the cluster is a plus
- Willingness to travel within the cluster as required