Learning and Development Officer

The Learning and Development Officer are responsible for developing the knowledge and skills of a company's workforce. They ensure that a company has a workforce that can meet its current and future business objectives and deliver quality products and services that meet customers needs.

Core duties and responsibilities

- include the following but are not meant to be all inclusive. Other duties may be assigned.

▪ Facilitate New Hire Orientation and on-board new hires with the core values of Casto Travel

▪ Learn about the various TMC clients workflow processes to create and deliver training modules and run classes – be it for new hires or for senior agents needing refresher courses

▪ Identify current and ongoing business needs and areas of improvement within each pod

▪ Design development activities through classroom training that would fill the competency gaps

▪ Regularly interact with current and prospective clients ensuring all parties are aligned with the company/client's operational objectives and needs

▪ Consistently coordinate with each pod Supervisor to have a clear understanding of operational needs

▪ Create, develop and maintain training curriculum, programs and materials (PowerPoint, Excel, Word, PDF, etc.)

▪ Recommend and develop recursive training when necessary

▪ Develop and administer knowledge assessment testing

▪ Interact with all areas of the business on products and services to ensure current information at all times

▪ Provides reporting on effective, progress, improvements

▪ Overcoming objections; dealing with gatekeepers; assuring clients; creating positive experience for all customers

▪ Performs other duties as may be assigned from time to time.

Skills Requirements

1. Role skills:

➢ Presentation – structuring and communicating ideas, using visual and other aids

➢ Facilitation – managing activities, eliciting contributions and learning

➢ One-to-one – coaching, counseling, mentoring, advising, assessing

➢ Consultancy – investigating, diagnosing, advising, evaluating, partnering

➢ Trouble-shooting – insightful, innovative, dogged, a skillful rebel

➢ Design – designing programs, materials, activities, opportunities, e-literate (creating

curriculum)

2. Personal skills and qualities:

➢ Communication - listening, questioning, explaining, giving feedback

➢ Interpersonal - building relationships, sensitivity, handling conflict

➢ Assertiveness - confidence, challenging and supporting, negotiating

➢ Flexibility - responsive, creative, adaptable, manage change

➢ Expertise - knowledgeable, experienced, insightful, up to date

3. Organizational skills:

➢ Team working - democratic, supportive, dependable, collaborative

➢ Self-management - managing stress, time and work, self-starting, learning

➢ Influencing - instigating and driving change, transferring learning into performance, winning

support

➢ Strategic - coordinating, planning, leadership, linking, thinking

➢ Problem-solving - getting things done, working with operational difficulties

Minimum Qualifications

▪ Bachelor's degree in Tourism, or similar course, is preferred

▪ Minimum 4 years of experience as a trainer, or a similar function, for travel accounts

▪ Advanced knowledge of any Global Distribution System (i.e. Sabre, Apollo, Worldspan, Amadeus, etc.)

▪ Experience in customer service, soft skills, and communication skills training

▪ Excellent verbal and written communication skills

▪ Strong presentation skills; strong analytical and problem-solving skills

▪ High and positive energy; Able to work in a fast-paced environment

▪ Ability to develop employees through positive motivation and training

▪ Technical savvy. Proficient knowledge MS Office programs, Internet browsing, etc.

▪ Willing to travel and flexible with shifting schedule

▪ Adaptable and efficient in facilitating face-to-face and virtual training