OVERAL JOB PURPOSE

This role is responsible for determining and delivering learning, quality, and compliance initiatives that support Aspire Lifestyles global standards. It involves designing and implementing training programs, meeting compliance with internal and external requirements, and continuously improving service quality across the business. The role works closely with teams and stakeholders to manage audits, review, track & improve performance, and address risks. It plays a hands-on part in enhancing customer experience and operational effectiveness through practical execution and collaboration.

KEY RESPONSIBILITIES

LEARNING & DEVELOPMENT

Learning & Development Leadership

Align learning strategies with business goals and compliance needs (e.g., PCI DSS, ISO).
Create innovative, blended learning solutions using best practices and external research.
Develop customized learning offerings that reflect the brand and values of Aspire Lifestyles.
Champion/Primary country person for the use of technology and digital tools for learning accessibility and engagement.

Measuring Performance & Impact

Evaluate learning effectiveness using Kirkpatrick Level 14 KPIs and business feedback.
Analyze training outcomes to identify gaps and improvement opportunities.
Develop and implement learning interventions.
Celebrate learning success (recognition/reward program); share best practices across teams & centres.
Check that all learning records are captured correctly & timeously by the LDs and monthly reviews.

Cross-Functional Collaboration

Meet with Service Delivery Managers/Directors, Client Services, Region & Group teams to support service initiatives/improvements/projects
Coordinate with regional and local stakeholders to set up training infrastructure and tools.
Develop & implement localized content to meet market-specific needs.
Collaborate closely with Digital teams to promote, develop & implement service initiatives.
Partner with HOSD and support strategic people initiatives beyond the LDQC function.
Identify & support training needs for managers/other roles outside the immediate LDQC team.
Design cross-functional learning solutions that build capability across all SD departments.

Team Development & Leadership

Lead & demonstrate all the touchpoints of the learning lifecycle to the LDQC & SD teams.
Facilitate train-the-trainer sessions and do team calibrations.
Develop personal development plans & conduct monthly coaching sessions for team members.
Recruit & onboard new team members with a structured onboarding curriculum & plan.
Consult with HOSD on workforce development and talent planning.
Work closely with HOSD to shape and drive people development strategies.

Stakeholder & Client Engagement

Meet monthly with internal stakeholders, incl. Group/Regional LDQC Management and the Head of Service Delivery to present & discuss LDQC evaluation/training/audit outcomes.
Communicate learning progress, challenges, and risk mitigation strategies to stakeholders.
Lead the country in client meetings, calibrations, and audits.
Primary Escalation person for training interventions, complaints & client breaches.

Quality & Compliance Oversight

Lead internal and external audits and maintain the country's Quality Improvement Plan.
Participate & prepare the market to be ready for rollouts and secure local experts.
Identify risks and gaps during implementation and escalate as needed.
Lead the Concierge Support Program (CSP), scheduling coaching sessions, tracking, and completing with zero slippage.

Program & Project Management

Design, develop & implement learning interventions that include Educate, Expose & Experience opportunities.
Deliver training sessions & make sure that the delivery meets user and client requirements.
Create facilitated & eLearning content & gamified assessments for various levels of service delivery staff.
Function independently to lead LDQC initiatives and projects.
Support major projects by checking Training environments & managing infrastructure readiness.
Check training rooms & facilities ensuring they are well-maintained and ready for use.
Explore, share & introduce new technologies that enhance efficiency and user experience.
Simplify & improve tools and processes, including QA forms and eLearning development.

Required Work Experience

Experience designing and delivering blended learning programs, including digital content.
Proven track record in managing audits, compliance processes, and risk mitigation.
Strong background in stakeholder engagement and cross-functional collaboration.
Demonstrated experience in coaching, developing, and managing teams.
Hands-on experience leading projects and implementing learning or compliance initiatives.
Familiarity with service delivery environments and performance reviews.

Required Qualifications

Relevant tertiary qualification in Quality & Compliance, Education/Learning & Development, Business, or a related field.
Additional certifications in Learning & Development, Instructional Design, or Quality & Compliance are a strong advantage.
Proven experience in leading LD and/or QC functions within a service delivery or customer experience environment.
Familiarity with compliance standards such as PCI DSS, ISO, or similar frameworks.
Strong working knowledge of digital learning tools, LMS platforms, and Microsoft Office.

Required Language

Excellent Written and Spoken English language skills.

TRAVEL/ROTATION REQUIREMENT

Willingness to travel locally and internationally as needed to support business and operational needs.
Flexibility to assist other Aspire Lifestyles locations when required.
Ability to work a variable schedule, including days, nights, weekends, and public holidays, based on program demands.

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