Chief Specialist Talent Development
Dubai Roads And Transport Authority (rta)
مجموع سنوات الخبرة :11 years, 6 أشهر
● Develop and execute learning strategies.
● Manage Vendor affairs and contracts.
● Develop & design leadership/specialized development initiatives.
● Manage annual learning plan and projects.
● Support HODs with internal succession planning.
● Perform internal audits.
● Design training curriculums.
● Manage learning and development teams across MENA region.
● Manage new projects' customer experience setup.
● In charge of the hiring process, assessments and the onboarding process.
● Conduct Business reviews for internal and external vendors.
● Manage the training team hiring across all sites.
● Create annual training plan.
● Manage the Internal Knowledge base and the external help center layout and structure.
● Develop internal processes and external communications.
● Create and improve CS SOPs.
● Set the departments' OKRs on quarterly basis.
● Evaluate Training Team performance across all sites.
● Administered course content, schedules and attendance utilizing learning management system (LMS).
● Managed team of 11 L&D team members.
● Supervise all training tasks across all region sites (MENA).
● Develop individualized and group training programs that address specific business needs.
● Implement development programs for leaders.
● Supervise process improvement & knowledge management.
● Develop training manuals that target tangible results.
● Implement effective and purposeful training methods.
● Conduct TNA.
● Set recruitment and hiring matrix for customer support.
● Analyze TCD gaps and pain points.
● Analyze quality scores data and customize training/development plans accordingly.
● Monitor and evaluate training program's effectiveness, success and ROI periodically and report on them to account managers and C-level.
● Being the focal point with clients in any training related matter.
● Create and execute learning strategies and programs.
● Help managers develop their team members through career development.
● Assisting in the hiring process.
● Handling clients’ communications.
● Assisting Project management team with launching new projects.
● Aligning with clients on the SOWs.
• Liaise with subject matter experts regarding instructional design.
• Develop training aids such as manuals and handbooks and create training material.
• Present training programs using recognized training techniques and tools.
• Facilitate learning through a variety of delivery methods including classroom instruction, virtual training, on-the-job coaching.
• Track and report on training outcomes.
• Provide feedback to program participants and management.
● Delivered 5200 hours of complex product training (Customer Care, Inbound & Outbound Sales).
● Delivered 800 hours of Emotional intelligence training.
● Monitoring newly hired agents calls and performance.
● Conduct Action plans to drive the performance.
● Conducting training sessions.
Business Administration