Senior Manager - Learning & Development

As a Senior Manager/Manager in Learning and Development (L&D), you will play a crucial role in overseeing all aspects of the L&D function concerning employee development and training within the organization. Your key responsibilities will revolve around collaborating with the Leadership team to identify, design, and execute training initiatives for the entire organization. This includes evaluating the effectiveness of training programs and taking necessary actions to ensure alignment with the organization's goals. Additionally, you will be tasked with implementing industry best practices in retail, particularly focusing on enhancing customer service, boosting sales performance through techniques like upselling and cross-selling. Utilizing HRMS platforms for the deployment of learning management systems will be a core part of your role. You will be instrumental in training employees on delivering exceptional customer service, fostering a positive customer-centric environment, and guiding them on behaviors that contribute to outstanding customer satisfaction. Your expertise in employing effective training methodologies will be critical in ensuring that employees grasp customer service concepts and exhibit the necessary skills to enhance customer experience. Furthermore, you will be responsible for coordinating various training programs, identifying participants, addressing performance gaps, and collaborating with managers to design and implement tailored training interventions to enhance overall performance. Aligning existing training programs with key business metrics to drive meaningful business impact will be essential. In addition, you will spearhead the development of an internal team of trainers for continuous employee development, as well as engage with external agencies to fulfill specific training requirements. Your role will also involve collecting feedback on training initiatives and refining training materials to ensure their effectiveness. Ideally, you should hold a degree in Hotel Management coupled with a minimum of 10 years of hands-on operational and L&D experience in the Hospitality industry. Candidates with multilingual proficiency and a willingness to travel extensively across South India will be given preference, considering the regional scope of the role.,