1. Key accountabilities :
Build a culture of continual improvement in customer service skills and customer excellence within Franchise (non-agency) nation-wide
Develop the training curriculum in close collaboration with PVA HR; Franchise Operations; Franchise Marketing and Franchise Sales
Lead, oversee and monitor the delivery of all Franchise training (non-agency)
Ensure alignment among PVA divisions to provide the training programs
2. Job Responsibilities :
The Franchise Training Head is responsible for providing training expertise in alignment with the PVA Customer Service strategy. This will include :
Design, coordinate and execute training for Franchise staff (non agency)
Prepare, update and review training content
Ensure that all Franchise staff are provided with adequate training within a specified time to support the PVA business strategy
Create, manage and update the PVA Customer Service strategy with relevant learning and information materials
Coordinate with all attendees and departments about training programs
Schedule appropriate training venue and related logistics
Report on all Training & Development trends, activities and issues
Assist (any) outside consultants with preparing training programs
Administer and evaluate training program qualification tests and determine eligibility of prospective attendees
Prepare and or distribute training aids such as instructional material, handouts, evaluation forms, and visual aids.
Team management and development :
Others : assigned by the CHRO or the Company’s Management team from time to time.
1. Qualifications :
University in Economics, Trade.
2. Experience :
At least 5-year experience as Managerial position in hospitality is a must.
Experience in franchise organization on managing training mechanism to franchisee and monitoring the delivery is a plus
3. Knowledge and skill set :
Strong interpersonal and influencing skill
Good at communication skill
Good at conflict handling
Planning and Organizing skill.