HR-Learning and Organization Development Manager

Position Overview: Dynamic and experienced HR-Learning and Development Manager . This individual will play a pivotal role in shaping the company's service standards, enhancing employee skills, and fostering a culture of continuous learning and professional development. The role includes creating and implementing Standard Operating Procedures (SOPs), training team members across departments, and supporting organizational development. Key Responsibilities: 1. Standard Operating Procedures (SOPs):

• Develop and implement SOPs across various departments to ensure consistent and high quality service delivery.
• Collaborate with department heads to refine existing processes and align them with business goals.
• Regularly review and update SOPs to reflect evolving business needs and industry best practices.

• Design and deliver comprehensive training programs for frontline team members focusing on:
• Greeting and welcoming customers.
• Creating positive customer touchpoints.
• Complaint and situation handling.
• Grooming standards and body language.
• Soft skills development, including effective communication and empathy.
• Conduct regular role-playing sessions and workshops to simulate real-life scenarios.
• Monitor and assess the effectiveness of training through feedback and performance metrics.

• Train sales personnel on the sales process, effective communication, and customer engagement techniques.
• Accompany sales team members during client tours to assess performance and provide constructive feedback.
• Develop and implement training modules on negotiation, objection handling, and upselling skills.
• Collaborate with the sales team to create tailored training programs based on market trends and customer insights.

• Work closely with the technical team to:
• Design and implement training schedules for team members.
• Monitor training progress and address any challenges or gaps.
• Develop easy-to-follow guides and resources to support technical training.

• Lead initiatives to foster organizational development, ensuring alignment with the company's vision and goals.
• Conduct regular performance reviews for employees, providing actionable feedback and development plans.
• Identify training needs through performance assessments and recommend targeted solutions.
• Drive a culture of accountability, continuous improvement, and professional growth.

• Design and implement leadership training initiatives to develop future leaders within the organization.
• Focus on key leadership attributes such as decision-making, strategic thinking, conflict resolution, and team management.
• Facilitate workshops, mentorship programs, and coaching sessions to nurture leadership potential.

• Proven experience in Learning and Development.
• Strong knowledge of customer service standards and training techniques.
• Excellent communication, presentation, and interpersonal skills.
• Ability to design, implement, and monitor SOPs effectively.
• Experience in sales training and performance management.
• Proficiency in organizational development practices and tools.
• Leadership skills with the ability to inspire and motivate teams.

• Customer-Centric Approach : Ability to instill a customer-first mindset across teams.
• Problem-Solving: Proactive in addressing challenges and implementing effective solutions.
• Adaptability: Capable of tailoring training programs to suit diverse team needs.
• Analytical Skills: Strong ability to assess training effectiveness and track progress.
• Team Collaboration: Works seamlessly with cross-functional teams to achieve organizational goals

• Change management- Managing changes within an organization / Strategy needed to manage organizational change effectively.
• Employee relations -resolving complaints
• Policy development - Develop / implement HR policies that reflect company culture
• Talent Development- Identify skills gaps, design L&D programs
• Preparing training calendars and execution of training modules
• Return on investments