Assistant Manager - Customer Service Training (IFS)

Job description

• Conduct customer services training for all front-line staff; provide effective situational management trainings for better understanding and maintain a competitive advantage. • Provide support to the Training Manager to conduct training needs analysis and for any other job assigned. • Prepare and update the training modules continuously keeping in line with the Best-In-Class industry standards and future business goals/ objectives. • Provide feedback for training & service enhancements. Recommend innovative methods of training, process improvement and cost efficiency without compromising on service standards. • Conduct Trainee/line crew feedback in training based on the overall assessment and performance during the classroom/practical sessions and ensure the same is acknowledged by the respective person. • Suggest additional training based on crew performance during training sessions. • Maintain and update training records. • Coach and mentor new Trainers and provide feedback. • To ensure upholding of company image, quality policy and value systems at all times and remain up to date with all developments in the Service delivery design. • Maintain a healthy work environment and ensure trainee & staff welfare at all times. • Ensure strict adherence to company grooming and defined services/safety standards in training. • Accountable for safeguarding, proper handling and stowage of all company's equipment and property