Manager Training (Soft Skills)

Develop comprehensive, interactive, and engaging soft skills training curricula tailored for diverse frontline roles (contact center, check-in, boarding, lounge, baggage, etc.). Ensure content reflects airline service philosophy, cultural sensitivity, and regulatory compliance standards. Deliver high-impact classroom, virtual, and on-the-job training sessions focused on communication, emotional intelligence, conflict resolution, service recovery, and customer empathy. Develop and maintain annual training calendars, ensuring timely delivery of mandated and developmental training programs. Evaluate training effectiveness using metrics such as performance KPIs, customer satisfaction (NPS), and employee feedback to continuously improve content and delivery. Support leadership development initiatives for supervisory and team leader levels within frontline operations. Proven track record in designing and delivering soft skills or customer service excellence training programs for large, multicultural teams. knowledge of airport operations, passenger handling, ground services, and safety requirements. Excellent facilitation, presentation, and communication skills. Expertise in soft skills topics: communication, empathy, resilience, cultural awareness, and customer engagement. Strong analytical and problem-solving skills with ability to measure and demonstrate ROI of training. High emotional intelligence and cultural sensitivity, with ability to engage a diverse workforce. Expertise in instructional design, facilitation, adult learning principles, experiential learning methods and e-learning development. Proven ability to design and implement large-scale and multi-station training programs Bachelor's degree in human resources, Education, Psychology, Business Administration, or related field Minimum 7-10 years of experience in learning and development, with at least 3-5 years in a lead trainer role within the aviation, hospitality, or service industry. Proven track record in designing and delivering soft skills or customer service excellence training programs for large, multicultural teams Instructional Design certification (e.g., ATD, CIPD, or Kirkpatrick). Train-the-Trainer or Master Trainer certification. Certification in Emotional Intelligence, Customer Experience, or Coaching is highly desirable.