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.

Please send your CV or any further questions relating to this role to [email protected]