Manager Learning And Development
Bosta
Total des années d'expérience :9 years, 9 Mois
• Tailor the training needs to the most suitable way of implementation and delivery using Synchronous and Asynchronous learning.
• Adopt modern training methodologies like E Learning, Micro learning, Experiential Learning and Adaptive Learning.
• Own and manage different learning projects independently from A to Z following the popular training models.
• Conduct TNA and gap analysis using KAT (Knowledge Assessment Tests) to our teams to figure out the areas of development, then start proceeding with the needed training and the way of delivery.
• Design the whole stages of the learning journey for both Onboarding & Developmental learning programs.
• Develop the training materials and job aids which best transfer the required knowledge and skills to our team members to enable them to perform their roles in the most effective way.
• Measuring the training ROI by using different tools like Pre- and Post-training assessments, post-training surveys, measuring performance indicators and analyzing qualitative feedback.
• Set the learning direction and goals of our operations teams to ensure that they fully understand our business concepts and practices to achieve the business goals.
• Review the effectiveness of the ongoing training sessions ensuring that they are presenting the required information that enhance the soft-skills and technical knowledge of our operations team members.
• Design learning materials and job aids which transfer the required knowledge to our operations team members to perform their roles in the most effective way.
• Ensure refreshment sessions are conducted in response to performance problems and customers’ complaints as a first step towards meeting required standards, in addition to the delivery of tailored training to meet certain business demands.
• Conduct Gap & TNA Analysis to the operations teams to figure out the areas of development and provide proper trainings which fulfill those gaps to enhance the team members’ performance and achieve the business objectives.
• Evaluate and review the effectiveness of the on-boarding training sessions to all newly acquired couriers to ensure they are properly oriented and trained on Bosta app, defined SOPs, and all other job instructions in respect of behavior to be able to carry out their work duties efficiently.
• Conduct training sessions to the senior levels of operations teams to deliver the required skill set which help them to meet the standards of their assigned roles.
• Manage the performance of the training team members and direct them to develop new training materials and ensure they are meeting the required KPIs.
• Develop micro learning sessions for the specific business cases to ensure that the team members are aligned and updated with any changes.
• Create evaluation assessments for the new couriers before getting activated on our system to make sure that they are aware of our practices to be able to perform their roles with the needed standards.
• Manage Bosta fleet training processes and implementation (Classroom/Online).
• Develop and implement micro learning through short-focused videos.
• Maintain the on-site and on-job training.
• Arrange the performance-related coaching.
• Continuously manage and supervise the development of the content and training materials.
• Set fleet KPIs and their measuring tools.
• Manage Bosta fleet overall performance & behaviors.
• Analyze and report performance-related reports on a regular basis.
• Prepare and report the fleet monthly scorecard.
• Initiate incentives schemes to encourage improvements.
• Apply the monthly bonus and recognition to the top-performers couriers.
• Communicate with the tech team and other concerned departments to enhance the couriers' experience using Bosta delivery app and developing our department's needs & requirements.
• Design the training program and process.
• Develop the training materials
• Prepare and report the training reports on a regular basis
• Conduct classroom training session
• Perform micro learning through short learning videos
• Implement hub visits to conduct on-site and on-job training
• Lead the couriers’ communication community groups.
• Analyze the performance reports to identify the gaps.
• Implement different approaches to enhance the performance.
• Provide specific performance reports on a regular basis.
• Prepare and report the fleet scorecard.
» I was one of the team launched Jumia Food Project in Egypt, in terms of contractors and riders acquisition, training, performance and community management.
Responsibilities:
• Conduct Jumia Food training virtually to the riders
• Provide the needed training to the contractors.
• Develop and implement the needed training to the dispatchers’ team.
• Manage the contractors’ community.
• Execute the riders' hiring interviews when needed.
• Manage riders and contractors’ performance.
• Responsible for executing other related tasks as per the business needs.
• Train the delivery agents of Jumia owned fleet and Jumia 3PL partners.
• Implement performance coaching training sessions.
• Conduct on-site and during hub regular visits.
• Develop training manual guides for on job training.
• Manage the couriers performance.
• Run the couriers happiness and satisfaction monthly survey and act upon its results.
• Organize the events to recognize and celebrate the top performer.
• Run and communicate the monthly scorecard.
» I was assigned a technical trainer role at Vodafone Egypt that lead to train +300 call center agents and their team leaders.
Responsibilities:
• Train the call center agents on the product knowledge.
• On-job training and coaching for the call center agents.
• Support the call center staff by answering the technical inquires.
» Handling Customers inquiries and internet-related issues over the phone.
» Supporting my team mates and other team members' in achieving their KPIs through one to one / group sessions.
Handling customers inquiries over the phone.
» Responsible for expanding the work scope by making new customers.
» Designing the marketing frames and the show-stands of company products.