CRM Manager - Training & Quality Assurance
DAMAC Group
Total years of experience :21 years, 4 Months
● Designed and implemented the learning and talent development strategy, including career development frameworks, succession plans, talent assessment and development programs in alignment with the overall strategic objectives and directions related to the people agenda.
● Conducted regular learning needs analysis across all functions and supported in developing organisation wide annual learning and development plans.
● Lead the design of learning and talent development programs including induction programs, specialised workshop/courses, leadership and coaching programs
● Oversaw the design and implementation of Emiratisation programs to source to attract UAE nationals through various official channels including outreach campaigns, career fairs and Emirati graduate programs, while ensuring meeting the Emiratisation targets.
● Designed and implemented competency frame working activity and consult at group wide level.
● Compiled and provided input for preparation of the Division budgets and regularly monitor expenditure against approved the Department budget levels.
● Built and lead a team of business trainers, ensuring alignment with organizational goals and values.
● Lead the performance measurement cycle by implementing performance metrics & key performance indicators (KPIs) to measure the effectiveness of training programs and quality assurance initiatives.
● Provided ongoing support to empower employees in delivering exceptional customer experiences.
● Conducted routine audits and inspections to evaluate adherence to quality standards and identify opportunities for enhancement by creating and executing corrective action plans to rectify deficiencies and foster ongoing improvements.
● Collaborated with management to launch Diversity, Inclusion, Rewards and Recognition initiatives.
- Analyzed, Designed, Developed and implemented an impactful organization-wide learning and development strategy that align with the overall business goals and objectives for various clients/ business/ organizations.
- Created & delivered customized and brain friendly learning modules and innovative leadership development training programs that met the specific needs of each department and individual employee.
- Evaluated the effectiveness of the training programs using assessments, NPS/ CSAT/ CES model surveys, Case studies, roleplays & focus groups and provided recommendations towards improvement and impact.
- Implemented blended learning program for a multinational group of learners to enhance the Customer Experience, elevate the Service excellence & hospitality standards and developed effective performance management and evaluation tools.
- Conceptualized, designed and trained employees towards delivering exceptional Leadership and Service excellence experiences at Expo 2020, DXB Airport premium lounges, Coca Cola arena and VIP executive catering.
- Collaborated with various stake holders to identify the learning needs of a wide group of multicultural employees to create engaging, inspiring and high impact learning design (digital/ classroom/ blended learning) strategy and offerings to deliver the best learning experience and support them throughout their career journey at EKFC.
- Developed and implemented cutting-edge functional excellence and leadership capabilities while acting as a SME to recommend best practices & training initiatives towards cost effective work practices and to business enhancements.
- Spearheaded numerous organizational effectiveness projects within the organization and acted as a catalyst to drive cultural, change and growth transformations.
- Conducted training needs analysis with employees to identify learning needs and performance blockers in skills & knowledge and suggest learning interventions through coaching, mentoring & experience-based blended learning.
- Ensured the learning content are regularly reviewed, updated and continuously improved aligning with the changing business requirements, relevance, quality standards and stakeholder expectations for better efficiency & utilization of resources.
- Enhanced Client Relationship Management by leading and managing operations of a cosmopolitan team of 30+ team members, creating "Beyond Expectations" experience and delivering "Service from the Heart" across various touch points in every customer's journey.
- Mentored, coached and managed performance of 30+ team members to achieve 100% success rate in their actionable KPI's towards career progression.
- Ensured customer complaints are fully investigated, managed and resolved efficiently, resulting in increased customer satisfaction and loyalty with the Airline.
- Implemented change management initiatives towards cost reduction programs, service delivery enhancements and business operations.
- Negotiated business contracts over USD 1 Million+, increased membership base of the Airline employee benefits program to 24, 000+ members, evolved digitally into a loyalty application and engineered partnerships with renowned regional & global brands to deliver the best lifestyle offers and unforgettable experiences.
- Collaborated with various stakeholders of the airline to utilize resources ergonomically and reduce the operating costs by USD 500, 000+ yearly by planning and reviewing expiring, out dated or under priced contracts.
- Pioneered, conceptualized, managed and executed numerous bespoke social, entertainment & travel events, CSR activities & corporate functions of various magnitudes to cater to the 150+ multinational employees of Emirates.
- Designed & developed high impact, competency based, brain friendly training programs for multinational learners using the ADDIE instructional model.
- Mentored and facilitated practical drills & assessments to ensure learners attain the required proficiency levels and on the job skills with 100% success rating.
- Monitored, observed and guided learners during various training programs through objective and constructive feedback supported to ensure progressive development and 100% achievement of learning outcomes and KPIS's.
- Identified and implemented cost effective work practices, diagnosed learning and performance gaps, recommended & delivered innovative learning solutions to a multicultural group of learners.
- Collaborated with various stakeholders and subject matter experts to identify learning needs and translate their knowledge & expertise into impactful learning content, delivering desired training outcomes and enhancing the performance & skills of the employees.
- Improved operating procedures & service efficiency by 10% towards Customer relationship management, Complaints resolutions, Rewards program and Personal banking solutions
- Implemented the development of marketing & communication strategies to enhance customer satisfaction & retention by 90% through market research, analysis of products, competitive pricing and personalized services to the clients.
- Achieved the highest sales of banking products and awarded accolades for developing engaging training programs for new team members.
- Collaborated with key stakeholders and departments towards successfully organizing Meetings, Incentives, Conferences and Events. (Dubai World Cup, Dubai Fashion week, GITEX, Global musical concerts, Media award ceremonies)
- Achieved recognition from the management, clients and various organizations for my professionalism and attention to detail towards coordinating their event.
- Provided personalized service to Distinguished delegates, Royal house hold, UHNW individuals & VIPS discreetly while upholding their privacy.
- Assisted in organizing various banquets, bespoke events, corporate meetings and reservations according to the clients needs.
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