Date: 18 Nov 2023
Location: DUBAI, AE
Retail Senior Customer Excellence Training Specialist
Delivering outstanding customer service and support training across all inbound and outbound client channels in an operationally efficient and compliant/sustainable manner. Coordinate with the customer services operation and call Center to develop continuous improvement plans in addition this role will be responsible of managing and executing customer experience Center campaigns & trainings to secure, engage customers on latest news and capture compliance related information and evaluate outcome to produce training needs for operation team in order to build a strong and competent workforce, meeting and exceeding world class standards to fully achieve the Retail Operations Department’s growing needs, plans and vision.
Customer Experience centre
Ongoing capture of the voice of the customer and customer satisfaction, identifying route cause and opportunities to meet set the experience targets. Asst in mapping the customer journeys using route cause analysis to monitor and execute and develop continuous improvement plan.
Act point of escalation for internal and external customer critical issues which comes though defined escalation process by liaising with relevant patties while ensuring early and effective resolution of those issues with trainings.
Develop scripts and drive trainings of customer services experience and ensure the consistent application thought operations.
Lead the comprehensive customer services Management strategy/program including guideline, setting service level standards and detailed procedures manual for team.
Act as the custodian of the customer service protocols, process, procedures and review and approve all changes and improvement.
Participate in the customer experience organization, helping to gather cross- company feedback & initiatives
Define the service vision, standards and KPis for the customer services centric. Responsible for identifying and implementing innovative ideas, measure to continuously improve the customer experience
Present the business unit and lead on the development of cross-functional strategies to improve the customer Experience
Conduct effective forecasting and resources planning to maximize the productivity of the
resources across retail.
Ensuring Service level training are achieved in an operational effective manner delivery of high quality customer experience.
Proactively monitor levels of customer service quality, accuracy, and process consistency in the customer services function across all channels to maintain high level of customer services.
Implement retail employee development framework which support the department’s goal and strategy to cover workforce capabilities, skills and competencies required for current and future business strategies.
Develop measurements to determine learning effectiveness of training programs to improve course content and modify delivery methods.
Analyse and conduct training needs survey for all retail sites staff in coordination with business pai1ners to address learning gaps and skills enhancement.
Develop and plan the learning course calendar of activities capturing the essential trainings that would be delivered in an annual basis to meet the business needs and learning progress.
Recommend and monitor key training metrics with regards to learning and development programs’ effectiveness to determine potential solutions and propose future initiatives.
Evaluate all training requests from retail business units and provide appropriate programs/ training suppliers to ensure that ideal learning modules are implemented or sourced and the competency of employees is improved.
Supp011 the latest technology, training techniques, and learning management system which will provide tools to employee’s learning stages.
Implement the effective delivery of training to ensure that employees can perf01m competently and be knowledgeable of specific roles and responsibilities.
Provide focused guidance to retail operations group to ensure reliable training requirements are identified to meet the needs of the business; implement programs that motivate, ensure competency, retain and produce the desired business results.
Create learning and development courses as identified in training need analysis to effectively utilize the best appropriate methods.
Design and develop assessment tools to dete1mine level of knowledge, and in evaluating performance.
Conduct on-boarding training for new employees to provide the necessary knowledge and skills to become effective organizational members.
Additional Principal Accountabilities
Policies, Systems, Processes and Procedures
Implement approved retail business policies, processes, systems, standards and procedures to ensure all training activities and programs are aligned with company and management
Recommend improvements in internal processes against best practices in pursuit of greater efficiency and productivity to align with retail latest acquired quality management systems
Supervise ongoing trainings through feedback about trainees to ensure the process is ongoing, consistent and that the knowledge provided is well absorbed by employees.
Comply with the requirements of the integrated enterprise risk management system associated with retail training activities and suggest with line management possible
approaches to mitigate risks.
Ensure new systems and processes training ai·e provided to encourage successful rollout,
continued success and improvement in operations.
Conduct site audits in relation with management systems and safety requirements to ensure compliance to organization’s policies and standards.
Develop and maintain excellent relationship with internal and external business partners and departments with the highest standards of work ethics to ensure all requirements are being
met and delivered effectively.
Liaise with various business units to create relevant technical and soft skills learning courses as required to enhance employee’s competencies.
Work closely with business unit representatives and colleagues across the group to accomplish business targets.
Interact with employee across retail site operations group on matters related to customer services in order to brainstorm the effectiveness of process & prepare for road shows.
Collaborate with external patty service providers for the provision of compliance trainings and workshops to meet the legal and business requirements.
Prepare repo1ts and dashboards for management & different sections within operations
Communicate effectively with line management the up-to-date retail training plan calendar, records and accomplishments as required for business review.
Report to line management the current training matrix and monitored targets to ensure achievement of goals.
Impart monthly reports and inputs to keep track with the department’s progress and achievements for business review.
Recommend solutions with line management when project challenges arise to determine appropriate plan of actions.
Facilitate and supervise and coach in assessment center for retail site operations job openings to suppo1t employee mobilization and career advancement process.
Review and supervise retail field training activities and observation rep01ts to establish accurate data and implementation.
Analyze training cost center budget and provide recommendation with line management to support the department’s saving initiatives.
Bachelor’s degree, with a specialised training in Leaming and Development
With at least 5-8 years of relevant experience in Retail Training and Development
Good relationship management skills
Good project management skills
Leadership and motivational skills
Public speaking skills
Ability to facilitate development programs for different levels
Ability to conduct Training Needs Analysis process
Knowledge in training assessment tools and methodologies
Ability to design and implement learning and development framework
Ability to supervise employee’s learning growth