Team Leader - Talent Creator

EXPECTED END RESULTS MAJOR ACTIVITIES

1. To deliver process training during initial / recurring stages. New Hire / Refresher Training

2. Coach / monitor the trainees on the job and during live processing Feedback & Coaching Operational Metrics Trainee’s KRA and Probationary review

3. Maintain updated records of all amendments in policies and procedures. Security Agreement Learning Agreement Trainee’s KRA and Probationary review Process Manual Updation & calibrations

4. Carry out routine checks to access the knowledge of staff. Company policies Operational Metrics

5. Provide feedback about individual strength and weaknesses and take remedial measures. Feedback & Coaching Probationary Review Operational Metrics

6. Ensure team is aware of all updates and changes in policies/ procedures and processes. Product Updates Conduct Refresher Training

7. Mentor and coach new trainers and training assistants Trainer Certification Trainer Feedback Observations Ensure similar knowledge level of the process at all times within the training team

8. Manage performance for Bottom Quartile agents Create refresher programs to boost performance of bottom quartile agents

9. Compliance Adherence to Information Security Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary S-SUP-JD V 2.0 Internal Policy and Learning AgreementIs disciplined in executing systems, processes and initiatives.

10. Employee Retention Works with cross-functional departments, participates, and contributes to employee retention plans 

DIMENSIONS:

• Training Operations Efficiency
• Batch Attrition
• Quality Scores
• Training Feedback Scores
• Floor Supervision
• Projects and Initiation 

EDUCATIONAL QUALIFICATIONS

• Graduate in any discipline, with above average academic profile

RELEVANT EXPERIENCE

• 2-3 years of proven experience in process training in a travel related process and applications
• 3-4 years of experience in travel preferably airlines.
• Knowledge of CRS / GDS preferably Apollo.
• Experience in Airline Reservations (Domestic or International). 

FUNCTIONAL COMPETENCIES

• Excellent Communication Skills
• People Management Skills
• Training Delivery Skills
• Experiential Learning
• Group Facilitation
• Transfer of Learning
• Planning and Organizing Skills