Title: Training Manager
Business Unit: Business Support Service (BSS)
Reporting To: Head of Business Excellence
Job Type: Work from office
Location: Panjim, Goa
Company Profile
Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with more
than 25 years’ real-world experience. Our team consists of have 700+ travel professionals who work 24X7 with
100+ customers globally to support and scale travel businesses.
Duties & Responsibilities
- Oversees training programs that include web-based seminars, printed manuals, group sessions, training videos, and more.
- Assess training needs (quality issues), conduct root cause analysis, recommend insights, develops improvement plans, and collaborate with operations team to improve quality performance.
- Conduct skill gap analyses and map out long-term training plans for all teams.
- Manage the end-to-end process for Transitions, ensuring that key elements during the process are addressed and resolved.
- Reviews training materials produced by clients during transition to determine appropriateness and relevance.
- Modifies or creates course materials and training schedule to meet specific training needs.
- Presents in-person and online training sessions or hires qualified personnel to do so.
- Monitors process training programs and manuals to ensure that they are effective and up-to date and makes updates as necessary.
- Maintains understanding of new educational and training techniques and methods.
- Compliance and continuous improvement to ODL SOPs.
- Creates management reports and presentations to keep senior leadership up to date on schedule, ROI, and deliverable (KPIs) status.
- Conduct Train the Trainer sessions to develop other trainers.
- Strengthen Quality management processes / framework to improve quality delivery. Evaluate effectiveness of MQP strategies.
Required Skills
- Excellent Domain Knowledge – Must have at least 5 years of experience
- Ability to work in different shifts (UK/US hours) with staggered offs as per client requirement.
- Exceptional communication and interpretation skills.
- Experience in client facing role with very good English language knowledge (B2B and B2C)
- Deep understanding of the different aspects of BPO business–SLA, Baselining, QA, Training MIS.
- Excellent project management skills applied to wide range and number of project types, complexities,
domains, and geographies. - Excellent knowledge of process improvement methodologies – preferably Lean, Six Sigma – Yellow/Green Belt.
- Good knowledge of MS Project and MS Visio (process mapping methodologies).
- Strong analytical skill- ability to work with huge volume of data using statistical tools.
Additional/Preferred Skills. - Experience and understanding of travel or tour operator business.
- BB certification is preferred / not mandatory.
Educational Qualifications Required
- Bachelor’s degree in any field. Master’s degree is a plus.
