Head - Talent Transformation

 JOB PURPOSE : 
 
To address the ongoing training needs of the business and new hire programs, 
• Lead the training vertical across 4 geographies (Philippines, India, China, Colombia) for 
our premier Airline client 
• Client management – interacting directly with clients on Training related discussions 
• Address training needs which would help frontline staff come up the learning curve faster 
and meet critical performance metrics 
• Manage Team members and their performance 
• Build TNA on the observations submitted by Quality 
• Build training modules, to enhance understanding of new products introduced 
• Bottom Quartile Management 
• Business presentation 
• Monthly / Quarterly / Annual review with the clients 
• Recruitment 
• Preprocess training – Language perfection programs

RELEVANT EXPERIENCE – 
• 15 years of delivery experience 
• Experience of managing a large scale operations training Department 
• Experience of working in a Travel domain (Airline/OTA) 
• Should have managed both voice and back office operations 
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in 
classroom training, e-learning, workshops, simulations etc.) 
• Strong understanding of business goals and standards for customer service 
• Ability to communicate effectively with senior management and other departments 
• Experience developing yearly training plans and materials for all departments throughout the 
company 
• Ability to effectively organize and manage multiple training initiatives simultaneously 
FUNCTIONAL COMPETENCIES – 
• Leadership and Managerial Abilities 
• Communication Skills 
• Collaborations Skills 
• Analytical and Methodical Abilities 
• Problem Solving Ability 
• Customer Management 
• Coordination / Team Work 
• Business and Commercial Acumen 
• Building and Nurturing Partnerships 
BEHAVIORAL COMPETENCIES – 
• Achieve Results 
• Service & Delight your customers 
• Collaborate and Partner with others 
• Engage, Inspire and Develop People 
• Nurture Innovation & Lead Change 
• Think Like an Entrepreneur 
KNOWLEDGE, SKILLS, OTHER ABILITIES – 
• Excellent communication and leadership skills 
• Ability to Measure and Assess Staff Training Needs 
• Strong Communication and Interpersonal skills 
• Innovative Thinking 
• Critical Thinking 
• Judgment and Decision Making skills 
• Service Orientation skills 
• Time Management 
• Operations Analysis - Analyzing needs and product requirements to create a design. 
• Complex Problem Solving skills 
• Negotiation Skills 
• Excellent oral and written communication skills 
• Good client interfacing skills 
PERSONAL CHARACTERISTICS & BEHAVIOURS -- 
• Strategic and creative mindset 
• Meticulous attention to detail 
• Energetic and self-driven individual 
• Self-motivated and team worker 
• Flexible and adaptive to work schedules 
• No criminal records 
• No active violations and/or disciplinary memos 
• Has positive behavior and background 
• High level of integrity, judgment, accountability, and follow-through

PRINCIPLE ACCOUNTABILITIES: 
List the expected end results that must be achieved in order to fulfil your job purpose and the 
activities that help in achieving these results. 
 
EXPECTED END RESULTS MAJOR ACTIVITIES 
1. Forming strategies pertaining to smooth 
functioning, development and execution of 
various tasks for the learning team keeping in 
mind the vision of the organization 
Organizational Management 
2. Predict future trends in training demand and 
supply 
Planning and Projections on Training resources 
3. Establish benchmarks for training services and 
maintain the same 
Setting thresholds and targets for training (KRAs) 
based on program and business demands 
S-SUP-JD V1.0 Internal 
 
 
• New Hire Attrition – reviews attrition trends and develops action plans for employee retention 
• Training Ramp and Schedules – manages client demand on training new hire and refresher trainings 
and cross checks with resource projections 
• Training Projects related to Operational metrics – manages and develops training metrics and projects 
to drive operational performance 
• Implementation of developmental training and other initiatives 
• Improve organizational policies as needed – Design, improve and ensure adherence to the Security 
Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary Policy and Learning Agreement 
• Hiring and development of trainers 
• Key business decisions affecting department and program 
• Projections on attrition, ramp, and additional resources 
• Training Throughput 
• New Hire Attrition 
• Quality Scores 
• Training Feedback Scores 
• Projects and Initiation 
• Budget Planning 
4. Ensure effective implementation of systems and 
processes for measuring and monitoring the 
effectiveness of the training 
Setting thresholds on expected performance in 
training performance and throughput 
5. Plan budgetary projections pertaining to training 
so as to fulfil the learning needs of the growing 
organization 
Cost efficiency 
6. Help in successful implementation of new 
channels of learning and development focusing 
on both conventional and non-conventional 
forms of training leading to optimization of the 
training 
Develops training strategies and innovations 
applicable to training 
7.  Client Interaction Leads client presentations and reviews 
Manages client deliverables specific to training 
and reviews training performance with existing 
clients. 
8.  Business Development Efforts Provides RFP Inputs and creates solutions to 
potential businesses 
9. Perform periodic assessments of 
classroom/facilitation skills of direct reports 
Trainer Certification 
Trainer Feedback Observations 
Focus Group Discussions 
10. Compliance Improve organizational policies as needed – 
Design, improve and ensure adherence to the 
Security Policy, Zero Tolerance Policy, Client 
Privacy Policy, Disciplinary Policy and Learning 
Agreement 
11. Employee Retention Works with cross-functional teams to work 
retention plans thru employee engagement