Talent Development Specialist

Client of Ten Group - EMEA

This role will include inducting new employees, coaching of existing employees, running refreshing training sessions on best practise processes within not only travel but also general customer service. It also includes doing quality reviews and spot checks if trained processes are implemented correctly, including respective reporting and coaching of employees on necessary measures to be taken based on the findings. Continuous improvement of processes and systems as well as support of testing and implementation of new systems or system updates will also be part of this role. Inductions, trainings and coaching session will mainly be delivered remotely but could also be done as classroom face-to-face sessions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs.

Training and Development Programs Inductions

Deliver induction training: ensuring dynamic sessions, sensible spread of information & timing of sessions as well as ample time for practical exercises

Ensure all training material regularly updated and available before each session

Deliver (1 2 days) on the job coaching post first two weeks of induction (or handover to team manager or other trainer where necessary)

Manage and ensure completion of any training to be delivered within the first 12 weeks

Provide feedback and handover notes to the line manager and buddy about new starters, including listening to calls, looking at requests and any watch outs

Delivery of the ongoing and development training:

Where appropriate, create training plans, implement sessions and mentor for the lifestyle manager development programmes

Deliver training modules as and when required, including refresher training

Update training modules and manual as new processes are implemented within the company

Work with line managers to identify training needs for individuals and teams

Work closely with key stakeholders specific travel travel [I.e. Member Satisfaction, Account Managers and Product] regarding training needs in terms of feedback (including NPS)

Coaching

Support team managers to coach LMs (objectives to be agreed for individuals with team manager ) on the floor

Continuous coaching of all employees in terms of overall Member Satisfaction and agreed measures to be implemented based on feedback

Keep up to date records of coaching, including successes and challenges and communicate to line manager monthly

Improvement of Travel processes/systems and other travel related project work

Closely work with the other travel trainers within Ten and do align training needs and schedules with Ten globally

Closely work with Travel TMs and Head of Travel as well as the Operations Director AEMEA to analyse working processes, identify measure to further improvement of efficiencies, training of new processes and monitor/reporting of improvements

Be involved in sign-off and assist in the implementation of new releases

Support the Development Team in testings, process changes etc.

Stakeholder Collaboration, Communication and employee engagement

Collaborate with HR, department managers, and other stakeholders to align talent development efforts with the overall strategic objectives of Ten.

Support with induction training and onboarding through facilitation of sessions.

Promote a culture of employee engagement by fostering a supportive and motivating work environment.

Communicate regularly with employees to promote awareness of available development opportunities and to gather feedback on programs and initiatives.

BEHAVIORAL EXPECTATIONS:

As a Talent Development Specialist, you will be expected to role model the behaviors associated with our Ten Standards and core business values: Member Focused, Trustworthy, and Pioneering.

We encourage diverse philosophies, cultures and experiences.

We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

Specific behavioral traits we want to see:

• Advocate for personal & professional development, and can provide evidence of their growth mindset
• Ability to influence team performance and culture
• Demonstrates a willingness to learn TD specific tools and methods