Group Training Manager
Almana Motors Company
Total years of experience :20 years, 8 Months
My role is to lead the functioning of the training department within the automotive division of the Almana group. They are the authorized dealers for the Ford Motor company, Stellantis and Hongqui in Qatar. I ensure that all the learning activities developed and delivered are focused on enhancing the customer experiences at every touch point.
Provided services as a subject matter expert on creating a complete learning structure and activities for the skill development of the sales & aftersales team of automotive brands partnering with MSXi.
• Partnered with both 4 wheeler and 2 wheeler brands, like Hyundai, KTM, Honda, Hero.
• Managed national dealer on-boarding activities, including Staff Training and operation readiness.
• Developed and delivered training programs for Hyundai India.
• Developed a complete framework for Motoversity, KTM India, and delivered programs.
• Developed and delivered launch training programs for Honda Motor Cycles on a pan India basis.
• Evaluated activities related to implementation and adherence to the Dealer Standards for Hero MotoCorp India.
* Developed training content and material and implemented it for front line (non-technical) staff in distributor and retail branches.
o Sales Certification Training for Toyota Sales team.
o Customer Service Training for Front Line Executives of all group divisions.
o Sales & Customer Service in Aftersales for all the aftersales units.
o Telephone Etiquette & Skills for the receptionists, telephone operators and call centre associates across the group.
o Effective Communication Skills for all the customer facing teams of AFM.
* Assisted with the Orientation, Training and Coaching of staff, management and other stakeholders to increase efficiency within the workplace.
o Certified 100% of Toyota Service Advisors on the Toyota TSA21 process.
* Ensured all processes are implemented and adhered to from a Brand/Importer point of view.
* Ensured the successful implementation of Fix It Right activities and Brand Training activities.
* Conducted branch visits as required to identify stakeholder training requirements and complete scoping documentation.
* Supported as required branches with training in relation to support, as in
o Conducted the Implementation training of FastTrack CRM at DOMASCO, Doha.
o Conducted System trainings for effective CRM usage.
o Conducted New Product launch programs for Toyota and Lexus.
o Trained 240 Sales Staff of Toyota (100%) on New Product Launches in 3 Days.
o Conducted the National skills contest for the Sales and After Sales team of AFM.
* Used ADDIE model (Analyzed, Designed, Developed, Implemented & Evaluated) on training programs conducted.
* Facilitated class room based Training programs such as customer service, sales techniques and communication skills.
* Conducted On-Job-Training/Coaching programs in the retail locations on complete customer handling process.
* Accurately provided management with information and balanced opinion/judgment on important employee relation issues.
* Coordinated course substitutions/cancellations to the retail outlets
* Coordinated organization space allocations/funds
* Ensured mandatory training requirements are met.
* Setup & Maintained required Training documentation.
* Designed 2 weeks Induction Training program for New Joinees
* Maintained Training and Store visit Calendar on a monthly basis
* Participated in group annual training plan for the complete training cycle.
* Conducted feedback surveys to assesses the program quality and effectiveness.
* Conducted post-training feedback surveys to assess the progress of the learning curve in the group.
* Developed monthly reports on work progress including training days and programs provided as well as feedback on the programs and on participants.
* Provided the best in customer service standards to internal as well as external clients and participants
* Conducted Training Need Analysis - Customer Service Department & Sales.
* Developed Training Programs to meet requirements.
* Delivered Training programs.
- Customer Service
- Sales Skills
- Behavioral Skills
- System Applications
* Assessed the Participants on the Parameters developed for the program.
* Evaluated the participants on a 3 month cycle.
* Prepared Training Manuals, Feedback Survey Forms and Support Materials.
* Effectively worked with the Training Managers and HR Heads on Training Calendar for Programs.
* Prepared the in-house Quality Audit Parameters.
* Conducted Regular Audits and Mystery Audits at Planned Intervals.
* Maintained Corporate Relationships with CEO’s and CFO’s.
* Increased the number of Clients from 12 to 47 in a span of 6 months.
* Created Proposals and Agreements to match Client and Business Needs.
* Used the referral system to generate business.
* Managed the 6 member team of Sales and Service Executives.
* Conducted Presentations for IT teams of clients.
* Advised the customers on their Home Planning needs.
* Conducted On-Site Visit with Clients.
* Co-ordinated with Customer on Documentation.
* Prepared Delivery Terms and Payment Schedules with Customers.
* Interacted with the bank for the Customers Loan Processing.
* Co-ordinated customer requirements for changes in design with the Engineering Team.
* Represented the Company at Trade Shows and Property Exhibitions.
* Promoted the apartment projects by Presenting at HNI clubs.
* Analyzed Current and Future Market Trends in Real Estate Sector.
* Conducted In-shop Demonstration of receivers.
* Generated Leads through Cold Calling.
* Informed Customer on Recharge Dates and Important Information.
* Participated as a Team Leader for Trade Shows and Exhibitions.
* Demonstrated and Maintained High Level of Customer Satisfaction.
Greet and Welcome Showroom Walk-ins.
Determined customer needs to position products.
Provided suitable Vehicle to Customer Needs
Provided Customer with Loan and Insurance options.
Achieved and exceeded sales targets and customer satisfaction scores.
Obtained best performer award for 4 consecutive quarters.
MBA (HR)