Learning , Development and Quality , Compliance Consultant

OVERALL PURPOSE OF THE JOB

The purpose of the role is to:

Act as the subject matter expert and design, develop, and deliver innovative “Aspire Lifestyles flavored” training methodology, standards and curriculum.

Be responsible for all new staff training as well as ongoing development through creative learning for existing staff, thereby enhancing the quality of service to Aspire Lifestyles clients and customers.

Be responsible for the development of a curriculum and establishes a clear accessible service offering via established standards and content to enhance the quality of service to Aspire Lifestyles clients and customers.

To design, plan, and implement Aspire Lifestyles Service Delivery Quality standards, processes, and policies relevant to day to day Service delivery. To create innovative “Aspire Lifestyles specific” quality standards based on local client requirements including tools to measure relevant local quality indicators.

The Quality Assurance Supervisor drives quality measures through bespoke quality processes and tools to track effectiveness of ongoing learning initiatives.

This position will support Service Delivery team in ensuring that the effectiveness and efficiency of the Operations through people and processes. This is done through reporting and data analytics. He/She will ensure that the company’s processes and procedures are kept at the highest standards.

Key Client Segments:

• Banks: Private Banking, Wealth Management, Credit Card Issuing Banks
• Credit Card and Insurance Organisations
• Telecommunications, Automotive, Airline, Hospitality, Premium Retail, etc.

SPECIFIC RESPONSIBILITES

• Develop and maintain a professional working relationship with all key internal customers.
• Develop and maintain a strong working relationship with other training partners in medical and assistance operations.
• Providing training solutions (both induction and development) for Concierge to ensure staff are highly trained and capable of delivering a high quality client focused service.
• Evaluate the competency of new and existing staff in successfully completing training objectives and being able to perform effectively in their roles.
• Maintain and update all technical curriculums within the assigned departments to train new and existing staff on all client products, incorporating feedback obtained from key stakeholders. Any changes to the curriculum must be circulated to all key stakeholders for input, review and sign off.
• Assists in the design and implementation of soft skills curriculum to meet the needs of the departments and the business as a whole.
• Ensure accurate record keeping of all Training Conducted- introductions/ purpose/ Attendance
• Maintains training rooms, ensuring that they are professionally set up for all sessions that are facilitated, and left clean post training session.
• Provide 1:1 side by side coaching to staff members to bridge gaps in training delivery
• Ensure that call reviews, case audits and coaching are done for all Concierges on a regular basis as mandated by Group Aspire Lifestyle Centre standards.
• Investigates feedback (escalations, service lapses/ complaints) and compliment that comes through and provides findings to Service Delivery team for resolution and recognition respectively
• Provides an analysis of feedback, call reviews and case audits to Service Delivery Managers/Supervisors and L&D for operational efficiency and to support the delivery of positive customer experiences and continuously improve Quality (Case and Call), Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
• Ensures that all service and operational gaps are looped back into Service Delivery and Training so that a collective plan of action for driving improvement occurs
• Implements and maintains quality standards that provide the platform with best practice guidelines required to serve our clients and customers
• Participate in call and case calibration sessions
• Assists in the training and mentoring of new local Aspire Lifestyle team member
• Be a role model in exhibiting our core values to all stakeholders at all times.

Focus:

• Ensures that Operations staff at all levels of the local organisation have the appropriate policies and governance, processes and controls to apply their skills, knowledge and experience to fulfill the short and long-term ambitions of the Aspire Lifestyles organisation and that of its clients.
• Drives review and coaching methodologies that inspire and motivate teams to learn, grow, and perform, facilitating personal development while enriching the experiences of customers.

Commercial

• Supports client-specific contractual needs as identified (during contract lifecycle).
• Demonstrates user systems and test/training environments as needed in client presentations and participates in RFP responses to ensure that systems, applications, processes, and procedures are in line with our overall commercial strategy.

Communication

• Embraces diversity and creates an inclusive team with strong cross-functional engagement initiatives.
• Communicates with teams in our global Aspire Lifestyles Centres as needed to share best practices and knowledge.

Key Performance Indicators (KPIs)

• Customer – Measures and reports on customer satisfaction with services received from Aspire Lifestyles team members
• Business – Assesses Learning and Development needs and post-training evaluation results in conjunction with Learning and Development and Operations Manager
• People – Assesses engagement and experiential development to drive utilization

Other Duties

• Works within and promote all Aspire Lifestyles and International SOS policies, procedures and values.
• Undertakes project work and other duties as direct by management
• Role models and reinforces the Company’s values – Passion, Expertise, Respect and Care.

Required Skills and Knowledge:

• Geographical awareness and cultural sensitivity
• Previous Learning and Development experience within an operations or technical environment
• Project Management experience an advantage
• Concierge, Hospitality, Luxury or other similar sector operational background (e.g. logistics, security, shared service)
• Experience in the banking/hotel/travel industry
• 2 years of relevant experience