Training and Service Excellence Coordinator at Alpha Mead Group

Position Summary:

• We are seeking a proactive and experienced Training Services Supervisor to lead the development and implementation of training programs for internal staff and external participants. The ideal candidate will play a key role in designing training curricula, facilitating learning sessions, and driving the growth of our training services. In addition, the candidate will contribute to evaluating business performance through business scorecards, managing customer experience functions, and maintaining Quality Management Systems (QMS).

Key Responsibilities:

Training Development and Delivery:

• Develop and implement comprehensive training curricula, modules, and calendars tailored for internal staff and external participants.
• Facilitate engaging and impactful training sessions to meet organizational goals and participant needs.
• Regularly update training materials to align with industry best practices and emerging trends in facility management.

Participant Sourcing and Engagement:

• Collaborate with the line manager to identify and source external participants for training programs.
• Build and maintain relationships with external clients and partners to expand the training portfolio.
• Evaluate feedback from training participants to enhance the quality of programs.

Performance Evaluation and Data Analysis:

• Use business scorecards and Management by Objectives (MBO) frameworks to evaluate organizational and individual performance.
• Analyze data to assess training effectiveness and business performance, providing actionable recommendations to management.

Customer Experience Management:

• Oversee the customer experience function, ensuring high levels of satisfaction for training participants.
• Develop strategies to improve customer engagement and retention.
• Implement feedback mechanisms to address participant concerns and improve service delivery.

Quality Management Systems (QMS):

• Ensure training programs and related activities align with organizational Quality Management Systems (QMS).
• Conduct regular audits and reviews of training processes to maintain quality standards.
• Collaborate with other departments to ensure compliance with QMS requirements.

Qualifications

• Bachelor\'s degree in Estate Management, Facility Management, Business Administration, Engineering, or a related field.
• 4 - 6 years of experience as a Training Supervisor, Coordinator, or similar role, preferably in a facility management environment.
• Strong experience in developing training curricula and facilitating training programs.
• Demonstrated ability to evaluate business performance using scorecards and MBO frameworks.
• Proven expertise in data analysis to drive performance improvement.
• Experience managing customer experience functions and maintaining QMS.
• Excellent organizational, presentation, and communication skills.
• Ability to build relationships with internal and external stakeholders.
• Excellent communication skills expressed both verbally and in writing
• Sound report writing skills

Preferred Skills:

• Certification in Training and Development (e.g., CIPD, ATD, or equivalent) is an advantage.
• Knowledge of facility management industry standards and best practices.
• Familiarity with Learning Management Systems (LMS) and e-learning tools.