Lawrence Dsouza

Head-Customer Engagement at TATA SIA AIRLINES LTD - VISTARA

• India - Delhi
• My current job since May 2014

Head Training Consultant at Globus Stores Pvt Ltd

• India - Mumbai
• March 2013 to May 2014

Conceptualizing Training & Development needs for an operational staff strength of approximately 700
staff.
 Designing & Developing internal staff as Trainers to increase the pool to meet current operational
training needs of the organization.
 Conducting a TNA to evaluate Human Resource Training requirements at a corporate level.
 Creating new Training standards for the organization to meet current market needs.
 Collaborating with external Training Agencies to meet organizational training requirements.
 Ensuring Training & Development needs are congruent to the learning needs of the organization.
 Conducting Assessment Centres to identify individuals for growth.
 Designing & Developing seasonal Fashion Trend Handbooks for staff to understand the Product
better.
 Mapping current modules & improving the same as per training needs.
 Conducting TTT Programs so as to improve current dual function trainer’s ability to deliver new
programs.
 Monitoring & reviewing training effectiveness to staff performance through an internal evaluation
system.
 Developing a TMS system to control & monitor training delivery.
 Adopting a system to evaluate training effectiveness through a 3 Phase Training Program for
operation.

Director Operations at The Prep & Finishing School

• India - Mumbai
• August 2012 to February 2013

Conceptualized & Created content for delivery to meet training needs.
 Conceptualized & Designed Short term & Long Term courses to meet business needs.
 Created a TTT module to induct new trainers through a formal (IQP)- Instructor Qualifying Program.
 Created the syllabus for short term & Long Term courses for individuals aspiring for a career in Retail
& Airline industry.
 Conceptualized Workshops for Corporate needs.
 Created all activities based on ISO guidelines which were strictly process driven.
 Developed manuals, brochures, forms & other AV Aids required to meet current & future training
requirements.
 Identified Business & Marketing strategies.
 Liaised with support functions, Internally & Externally, for on-time delivery of training materials &
standards.

Head Retail Training Academy at Reliance Brands Limited

• India - Mumbai
• February 2012 to August 2012

Engaged in establishing the Training Academy for the High end Retail Industry:
 Was the SPOC for Academic Structuring, Sourcing field experts, both Domestic & International, for
Functional & Technical Training
 Indentified and Recruited Academy Trainers & Administrative staff to establish a team to deliver high quality
development and training programs
 Developed Functional, Behavioral & Technical training programs for experienced frontline staff on the
International Reliance Partnerships for current and future collaborations to sustain a high quality of service
at SOBO and Metropolitan outlets.

Deputy General Manager Training, Development & Communication at kingfisherairlines

• India - Mumbai
• April 2005 to February 2012

Headed Domestic Operations for Training & Development of new Programs & Logistics.
 Interviewed, Inducted, Appraised & Developed Training Programs for Executives with the objective of
achieving high standards in Training.
 Developed Functional, Behavioral & Technical training programs for experienced Frontline staff, so as to
ensure continuous and committed high quality service.
 Lead and Conducted regular Quality Assurance Audits, (ISO/IOSA) for the In-Flight Department and the
company at large.
 Penned communication of Product & Service changes via adverts, circulars & handouts to the
department, covering 1400 crew.
 Developed and regularly updated manuals & other reference materials required to meet current &
future training requirements.
 Identified and negotiated with Marketing, Line Operation, Catering, Human Resources, and
Engineering & King Club for product & service changes as a SME.
 Liaised with support functions - both Internal & External for delivery of training materials & standards.
 Developed Audit processes & formats to help meet company requirements.
 Developed Innovative Training Delivery Methods for activities & training modules to meet
company/ customer feedback requirements.
 Developed a process for continuous monitoring of training for executives to maintain high standards
in training.
 Cleared 2 external & 4 internal audits successfully. Also, a qualified examiner.
 Represented the Department at International conferences so as to enable future Special Projects/
prototypes that could further improve Training.

Training Executive at Jet Airways Pvt Ltd

• India - Mumbai
• October 1994 to March 2005

Conducted screening and interviews for senior level frontline positions.
 Developed a course outline for new recruits in Service, Customer Care, Leadership Skills & Eventual
Situation Handling.
 Conducted annual reviews to ensure all Company guidelines were adhered to.
Phone No: 9819804901. Email ID:
Resume - Lawrence Dsouza 3
 Responsible for regular Quality Assurance Audits (ISO) which included analyzing procedures and
making recommendations for improvements which were implemented by the Training Department
and the Company at large.

Graduate Management Trainee at Taj Mahal Hotel

• India - Mumbai
• October 1993 to October 1994

Trained in different outlets in the Hotel, from Production to Food & Beverage Service