Responsibilities

Training Strategy, Design & Development 

• Formulate and manage annual training plans and co-ordinate the resources planning for the PSS team – both for new joiners and skills progression. Ensure staff members undergo induction, Safety & Regulatory, and Passenger Services related training. 
• Identify training needs and design, deliver, and evaluate learning programs aligned with business goals and objectives. Support Line Management on research & performance assessments to determine these needs.
• Design, develop, update, and deliver professional-quality learning solutions, including classroom training, workbooks, quick reference guides, videos, and eLearning modules, ensuring alignment with operational procedures and requirements of ISAGO.
• Conduct the review, development & customization of training programs for PSS colleagues, ensuring all programs and supporting materials are up-to-date and meet the airlines’ operation & safety requirements.
• Acquire knowledge and skills of line operation and customer services, with attention to best practices and procedures designed to achieve operation and service excellence and avoid discrepancies.

Training Execution, Leadership & Coaching 

• Develop and implement Leadership programs , conducting learning and briefing workshops for PSS supervisory colleagues.
• Lead and manage a Line Training Team (Training Supervisors, Service Leaders, and Line Trainers of Customer Airlines), ensuring that all trainings are conducted effectively and comply with airlines' operation, safety, and service standards.
• Monitor and develop a team of coaches of Customer Airlines; provide On-Job-Coaching workshops to enable PSS frontline coaches to conduct On-the-Job training. Ensure coaches are well-trained and carry out their defined coaching responsibilities.
• Conduct Orientation and Customer Services training for new joiners and staff progression, and for new Service Leaders and Supervisors.
• As a Dangerous Goods qualified trainer, support and conduct Dangerous Goods training for Passenger Services staff.

Department Administration, Operations & Compliance 

•  Lead and coach the Centralized Administration team, ensuring the team provides quality services in an efficient and effective manner.
•  Act as a key contact between People, Training, and Passenger Services Section Line Management with respect to training, performance, standards & development, as well as administration issues of the PSS department.
• Supervise the administration and filing systems, ensuring billings and reports are performed in an organized and efficient manner.
• Oversee and ensure all training and evaluation records of PSS colleagues are well up-to-date.
• Oversee the management of inventory records, stocks, and delivery of Customer Airlines’ stationeries.
• Facilitate the supply and maintenance of PSS equipment and facilities, ensuring they are in place and meet the requirements of PSS.
• Co-ordinate within Passenger Services for operational, safety, and security audits for strict compliance.

Continuous Improvement, LMS & Projects 

•  Lead the implementation, administration, and continuous optimization of the Learning Management System (LMS), ensuring effective adoption, content governance, reporting, and learner experience. 
• Drive and implement new initiatives (i.e., Automation for reports and data capturing) to enhance operational efficiency and effectiveness. 
• Analyze and manage records of training results for individual trainees and compile training progress reports for continuous improvement. 
• Lead & participate in PSS Projects as and when required. This includes procedures and services standard reviews, training for new airlines, system cutovers, and Customer Services or Safety-related campaigns/initiatives. 
• Manage the content and delivery effectiveness of all applicable communication means. 
• Complete other assignments assigned by the PSM – Training, Performance and Standards. 

Requirements

• University Graduate / Tertiary education,  with minimum 8 years or above relevant work experience in Training adminstration and management , aviation industry , or a related discipline
• Good airline knowledge: experience in airline business, customer service excellence, process and procedures.
• Experience in aviation industry would be an advantage
• Proven experience in Training & Development with strong skills in Facilitation, Training, Needs Analysis, Training Design, Training Evaluation, Coaching & Development of staff.
• Detail-minded, strong planning and organizing skills and effective in managing multiple tasks at the same time.
• Excellent communication and influencing skills. Able to communicate well with all parties.
• Good command of spoken and written English. Proficiency in Chinese and an additional language will be an advantage.
• Passionate about  learning and sharing knowledge with others.