Job Summary

The role oversees our global Operations Learning Facilitation Teams and is reporting to the Head of Learning for Travel Operations. The role is responsible for managing regional Training Teams and supporting them in designing, implementing, executing learning and development programs tailored to the operational needs of our organization across Business Units for Travel Claims and Contact Centre/Sales and Service.

This role collaborates closely with operational stakeholders, local recruitment, and wider learning teams to identify training needs, develop relevant content, and ensure consistent delivery of high-quality learning experiences to enhance the skills, knowledge, and performance of our operational teams.

This role is essential in understanding and aligning to business strategy in order to integrate high-quality standards and processes within training pathways to drive efficiency, customer satisfaction, and quality within the organization.

What You Do

• Collect training needs through different sources including Operations, Recruitment, Compliance, Strategic Teams, and Key Initiatives.
• Design training plans/programmes to meet business and customer needs.
• Oversee content creation or support materials produced by direct reports.
• Ensure training contents are aligned with learning objectives and matching the LoB targets and ambition.
• Training pathway: Identify key skills and competencies required to drive operational excellence with the other functions. Assess the required pathways to address the different population to be trained.
• Coordinate the training content creation with the right stakeholders.
• Cooperate with BU Trainers and stakeholders to manage localization of contents.
• Coach, motivate, and develop a global team of Training Facilitators.
• Maintain oversight and direction of training provided by third parties.
• Support local/regional implementation of learning management systems (LMS) or other technology platforms to facilitate learning delivery and track learner progress.
• Follow the training slot planification with local Workforce management teams and Operations.
• Oversee regional training organization: sessions planification and logistic (scheduling, resource allocation, classrooms reservation, administration, etc.).
• Monitor learning hours uploading for those that are not embedded in SF or Degreed (following HR Sharepoint process).
• Monitor the training impact results.
• Monitor training evaluation from a quality perspective: build a close continuous improvement process to continuously adapt learning contents and targets as per concrete KPIs.
• Monitor training evaluation from a trainee, stakeholder, and business perspective.
• Proactively promote and utilize the Knowledge management system in order to improve the real-time access to relevant materials.
• Communicate our vision and ambition to platforms teams and managers including the crucial role of team leaders in employees development to initiate/maintain a deep Ops L&D culture.
• Participate in the wider travel learning community as an L&D expert to share best practices, collaborate, and ensure a harmonized approach across learning teams.