Learning & Development (L&D) Specialist

Overall Purpose of The Job

To be the expert, to design, plan, and implement Aspire Lifestyles’ local Learning, Development agenda. Responsible for developing, standardizing, and implementing local learning curriculums to up-skill and cross-skill all Service Delivery team members to ensure quality, competency, confidence, and compliance to Aspire Lifestyles programs, meeting and exceeding our client and customer expectations, every time.

Ensuring that the learning, development, and quality outcomes meet the global, regional, and local best practices, guidelines, policies, standard operating processes & procedures, and business needs.

SPECIFIC RESPONSIBILITIES

Business Development

• Define, develop, and implement a localized learning plan to support & accelerate the competency and delivery of extraordinary service.
• Support the Request for Pricing for new client opportunities or proof of concept.
• Align training deliverables with business need requirements (Service Delivery, Quality & Compliance, Client Services).
• Schedule & document monthly meetings with different teams and stakeholders to review quality evaluations, NPS, local Training Needs Analysis, Hydra, client outcomes (e.g., benefits, programs, initiatives), and real-time observations as inputs to developing supporting LD intervention.

Team Building & Retention

• Strengthening team members' expertise, skills, and capabilities through relevant LD interventions.
• Continuously assess the capability gaps to inform learning and development needs, content development, and facilitation of user sessions.
• Engage with business to develop a customized learning strategy for new hire training, and refresher training as well as supporting tenured team members in their continuous development journey.
• Implement and deliver a standardized (high quality) Onboarding Program that will improve retention rates and improve the speed with which new trainees can be productive, without compromising quality or staff morale and motivation.

Quality of Service

• Define, develop, and implement a learning plan & calendar:
• To support the local center and overall business strategies.
• With well understood and defined measures based on operational business KPIs
• Uploading of training development records into the Learning Management System.
• Review local LD content at a minimum on an annual basis.
• Attend and support Daily Huddles with recommended interventions and updates.

Productivity

• Create innovative content, delivery methods with On-the-Job experience, and Mentorship opportunities to support & enhance learning.
• Design, develop, update, and implement learning content that supports the business needs and meets the work from home strategy (virtual) standards as well as onsite training needs.
• Share best practices within the Learning & Development community to enhance efficiencies (virtual and classroom facilitation).

Initiatives & Projects

• Support local, regional, and global projects as required
• Align with business strategy supporting the implementation of projects and global, regional, and local initiatives.

Other Duties

• Works within and promotes all Aspire Lifestyles and International SOS policies, procedures, and values.

• Undertakes project work and other duties as direct by management
• Be role models and reinforces the Company’s values – Passion, Expertise, Respect, and Care

Required Skills and Knowledge:

• Passion for the development of people and business improvement
• Innovation in the application of the science/art of Learning and Development
• Trust and respect Aspire Lifestyles and International SOS operational policies and procedures
• Client Focus for the delivery of “White Glove” Customer service

Required Work Experience/Knowledge:

• Geographical awareness and cultural sensitivity
• Previous Learning & Development and Quality Compliance experience within an operation or technical environment
• Project Management experience is an advantage
• Concierge, Hospitality, Luxury, or another similar sector operational background (e.g., logistics, security, shared service)

Desirable Work Experience:

• Experience in the banking/hotel/travel industry

Required Qualifications:

• Tertiary educational qualifications relevant to the service industry, quality evaluations, audit or adult learning, and development management

Travel Requirements:

• To travel as needed locally and globally
• To support others, Aspire Lifestyles locations as and when required

Required Languages:

• Excellent oral and written English language skills
• Excellent oral Hindi proficiency