Service Training Manager

The Service Training Manager is responsible for developing, implementing, and managing training programs to enhance employee performance, customer service standards, and operational efficiency across the company s business units. This role focuses on identifying training needs, improving service quality, developing employees skills, and ensuring consistent service delivery in line with company policies, procedures, and business objectives. Key Responsibilities • Develop and implement training programs aligned with company objectives and operational requirements. • Assess employee training needs and identify opportunities for performance and service improvement. • Design and deliver training sessions covering customer service, communication, operational procedures, and professional development. • Coordinate onboarding and induction programs for new employees. • Establish and maintain service standards, training materials, guidelines, and standard operating procedures. • Conduct workshops, coaching sessions, and practical training activities for employees and supervisors. • Evaluate training effectiveness through assessments, feedback, observations, and performance reports. • Monitor employee development and recommend additional training where necessary. • Ensure employees understand and follow company policies, service standards, and operational procedures. • Maintain accurate training records, attendance reports, assessment results, and employee development plans. • Support the implementation of customer service improvement initiatives across different business units. • Identify new training methods and industry best practices to improve learning outcomes. • Prepare regular reports on training activities, employee progress, and training effectiveness. • Coordinate with external training providers when specialized training is required. Experience • 3-5 years Proven experience in training management, learning and development, customer service training, or operational training is preferred. • A bachelor s degree in Human Resources, Business Administration, Training and Development, Hospitality Management, or a related field is preferred. Key Competencies • Strong knowledge of training program development and delivery. • Excellent communication, presentation, coaching, and facilitation skills. • Ability to assess training needs and develop effective learning solutions. • Strong leadership, organizational, and problem-solving abilities. • Experience in preparing training materials, manuals, and standard operating procedures. • Ability to evaluate training performance and prepare management reports. • Proficiency in Microsoft Office Suite and relevant training tools. • Ability to manage multiple training initiatives across different departments. • Strong interpersonal skills and the ability to work with employees at different organizational levels. • Experience in hospitality, food and beverage, retail, customer service, or multi-business operations is an advantage. • A high level of professionalism, accountability, and the ability to maintain confidentiality while handling employee performance and training records. • Ability to work closely with department heads, supervisors, and employees to promote continuous learning, improve service standards, and build a culture of excellence throughout the organization. • 3-5 years Proven experience in training management, learning and development, customer service training, or operational training is preferred. • A bachelor s degree in Human Resources, Business Administration, Training and Development, Hospitality Management, or a related field is preferred. Key Competencies • Strong knowledge of training program development and delivery. • Excellent communication, presentation, coaching, and facilitation skills. • Ability to assess training needs and develop effective learning solutions. • Strong leadership, organizational, and problem-solving abilities. • Experience in preparing training materials, manuals, and standard operating procedures. • Ability to evaluate training performance and prepare management reports. • Proficiency in Microsoft Office Suite and relevant training tools. • Ability to manage multiple training initiatives across different departments. • Strong interpersonal skills and the ability to work with employees at different organizational levels. • Experience in hospitality, food and beverage, retail, customer service, or multi-business operations is an advantage. • A high level of professionalism, accountability, and the ability to maintain confidentiality while handling employee performance and training records. • Ability to work closely with department heads, supervisors, and employees to promote continuous learning, improve service standards, and build a culture of excellence throughout the organization.