Thursday, November 3, 2011

Manager Training - Customer Service Vacancy | Etihad Airways Careers



Manager Training - Customer Service

Country
UAE

City
Abu Dhabi

Department
Learning and Development

Closing date
11 November 2011

Job Purpose
To enhance organization development, by managing, developing and facilitating the delivery of comprehensive learning solutions that supports the commercial and strategic goals of Etihad Airways.

To manage resources in terms of time, product and people in order to deliver world class learning interventions in a cost effective manner.

Responsibilities
You will be responsible to:
Select, lead, develop and direct a core team of training professionals and/or other candidates as required. This includes conducting and managing selection centers, recruitment and performance management processes for the above mentioned.

Give strategic direction to the design, the development and the delivery of learning interventions in order to meet departmental and third party needs, in compliance with national, international and industry audit regulations and quality standards as well as best practices. This includes management of external supplier selection processes.

Partner with and influence key stakeholders in determining talent/knowledge gaps within the organization and manage the implementation of proposed recommendations.

Full responsibility for creating and managing of departmental Capital and Operational budgets as well as associated control methods towards meeting of strategic business goals. This incorporates strategic thinking to minimize costs and increase revenue through analysis and selection of appropriate learning methods, resources, and exploitation of Third Party revenue generation opportunities, while ensuring high quality standards are maintained.

Establish and implement service level agreements, policies and procedures with key stakeholders that promote organizational development.

To direct a consultancy approach across the organization for managing of special projects and research initiatives as required by the business towards meeting financial and strategic goals and improved customer centricity.

Influence and manage programs and projects necessary to support the achievement of the organization’s talent management strategy.

Requirements
You are required to have the following:
Eight years experience in the related field that compliments the area of expertise required.
Five years experience in training and development.
Expertise in training needs analysis, training evaluation and subsequent course design.
University degree or equivalent.
Recognized qualification in Training and Development, Education, HR or Organizational Development.
Three years experience in the specific skill environment in a supervisory or senior operational role,
Analytical, planning and organizing, communication and consultative skills .
High ability to multi task and work under tight deadlines.
Project management.

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