Customer Services Training Executive

About the Role

The Trainer Lead is responsible for leading the training function by managing trainers, designing and delivering effective learning programs, and ensuring training initiatives improve employee performance and support organizational goals. The role combines people leadership, training expertise, and performance management.

Key Responsibilities

• Lead, supervise, and motivate a team of trainers
• Allocate training assignments and manage trainer schedule
• Conduct regular team meetings, coaching sessions, and performance reviews
• Develop and execute training strategies aligned with business objectives
• Conduct Training Needs Analysis (TNA) in collaboration with stakeholders
• Conduct Train-The-Trainer (TTT), leadership and other designated training programmes
• Track trainee performance during training and On-Job-Training
• Measure training effectiveness using feedback, assessments, and KPIs
• Collaborate with HR, SSC, and operations teams
• Ensure adherence to Global Training Team training standards and policies

Essential Requirements

• Positive attitude and enthusiasm for learning and development
• Strong leadership and team management abilities
• A diploma or equivalent in a relevant field
• 5 - 8 years of overall experience in Learning and Development, with demonstrable sound knowledge of airport ground services and ramp operations with an airline, airport, or ground handling company
• Minimum 2–3 years of experience leading or mentoring a team
• Self-driven, empathetic and effective team player
• Able to work flexible hours when required
• ACTA / ACLP certified is preferred