Learning & Development Manager

OVERVIEW OF POSITION

Reporting to the Cluster Head of Human Resources, the Learning & Development Manager is responsible for designing, implementing, and managing the Company's Learning & Development programs. The role collaborates closely with QCI Manager and relevant stakeholders to ensure service quality standards are maintained, supports the HR team in organizing colleague engagement initiatives and Corporate Social Responsibility (CSR) activities, and ensures all colleagues receive effective learning opportunities, and development programs that enhance their performance and service excellence while aligning with the Company/ Clubs's business objectives and culture.

KEY DUTIES AND RESPONSIBILITIES

Duties may include but not limited to:

KEY FUNCTIONS

Developing Learning & Development (L&D) Programs & Budgets

• Design, deliver and maintain training and development programs, resources, materials (e.g., job specific training, future skills building & leadership development program, etc.)

• Identify performance gaps and collaborates with managers to develop and implement appropriate training to improve performance

• Partner with function leaders/managers to consult on custom learning programs for department specific needs

• Identify gaps in existing learning content and work with relevant teams to innovate, create or evaluate the content for continual update

• Make any necessary adjustments to training methodology and/or re-trains as appropriate

• Utilize various data collections tools and analytics to make improvements and recommend future enhancements for learning solutions

• Manage compliance to statutory training requirements

• Manage costs of planned programs within budget

Evaluating L&D Programs Effectiveness

• Monitor enrollment and attendance at training classes and online

• Meet regularly with participants to assess progress and address concerns

• Assist Departmental Trainers in preparing, conducting departmental training, and assessing accordingly

• Ensure that HODs abide by their responsibilities of associate training against departmental SOPs

• Produce monthly training reports and training & activities calendar for HODs.

Administering L&D Programs

• Analyze the training needs of the Company in general and departments, develop strategies which address needs to present in the Training Budget Plan for Head of HR & General Manager for review

• Observe behaviors of associates and provides feedback to individuals and/or managers

• Establish a training library books, videos, journals, and audio-visual materials to assist trainers in their training programs and for associates’ personal development

• Coordinate with HODs to prepare and conduct such group training programs and software programs as Loyalty Programs, Operational Programs, etc.

Collaborating in Service Quality Assurance Assessment

• Coordinate with the QCI Manager in supporting the implementation of the Customer Service Quality Assurance Assessment Program.

• Support the consolidation, tracking, and reporting of assessment results, and coordinate follow-up actions with relevant stakeholders.

• Collaborate with the QCI Manager to identify learning needs and recommend training initiatives to address service quality improvement opportunities.

Coordinating in Performance Management Process

• Coordinate with the HR team in the implementation and administration of the Company's Performance Management process.

• Support the development and update of Performance Management guidelines, handbooks, and related training materials.

• Facilitate training sessions to ensure managers and colleagues understand the Performance Management process, tools, and expectations.

• Consolidate feedback from stakeholders and support the HR team in evaluating and continuously improving the Performance Management process.

• Identify capability gaps arising from Performance Reviews and coordinate appropriate learning and development initiatives to support colleague growth.

Supporting Employee Engagement, CSR Activities & Internal Communication

• Organize and coordinate to manage activities for all Employee to engage them to bring more productivity at work.

• In charge of CSR programs of the Company.

• Develop the internal communication channel to keep associates updated with the Company information.

QUALIFICATIONS INCLUDE THE FOLLOWING

• Adheres to and supports the Company's Vision & Values

• Possess a natural passion on training, people orientated, positive and confident

• Dynamic presentational skills

• Demonstrates well developed project planning skills

• Tertiary qualifications (Services, Human Resources, or related discipline) preferable

• Minimum five years’ experience in Human Resources, Development, Recruitment, Hospitality & Casino Training or similar experience required.

• Operations experience in a 5-star luxury international environment highly desirable

• Strong knowledge & skills of Microsoft Office suite of products

• Experience in luxury travel business and creating development and training programs a plus.

• Excellent presentation and communication skills. Fluency in English & Vietnamese verbal and written skills and bilingual language skills in Mandarin/Cantonese desirable.

• Bachelor’s Degree, College or University Degree in related field preferred, from an accredited institution, and/ or equivalent work experience.

• Have a general knowledge of Microsoft Office Applications, the CMS applications and any other computer application as required to perform duties.

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