Manager - Customer Service Training(AOCS)

Role
Manager - Customer Service Training (AOCS)
Job Title
Manager - Customer Service Training (AOCS)
Role Highlights / Summary
Responsible for designing, developing and facilitating AOCS training programs, driving compliance, learning effectiveness, stakeholder engagement and operational readiness. Additionally, the incumbent must demonstrate flexibility in supporting AOCS operations during Irregular Operations (IROPs) to ensure business continuity and operational excellence. The role requires a balance of training leadership, operational understanding, and the ability to respond effectively to dynamic business needs.
Typical Interfaces
AOCS Leadership
Airport Operations
Customer Service Teams
L&D, Quality & Compliance
Auditors
Business Stakeholders
Key Responsibilities
Facilitation & Training.
Conduct compliance checks to identify and address gaps in our documentations process to be audit compliant for both internal and external audits.
Develop, deliver, and facilitate training programs, fostering continuous skill enhancement and a culture of learning.
Continuously evaluate and improve training materials and delivery methods.
Governance & Stakeholder Management
Collaborate with business leaders to align training initiatives with strategic objectives
Required Skills
Training Facilitation,
International Operations Knowledge,
Content Development,
Stakeholder Management,
Communication
Project Management
Problem Solving
Qualifications And Experience
Mandatory and key skills:
Experience in International Process with an International carrier
Has delivered training with proven 5-8 years of experience
Has been involved in creating content in his previous role
Exceptional communication skills to deliver clear, engaging, and impactful training content Flexibility to work on weekend and on shifts as per training needs
Desirable Skills Required
Proven ability to manage multiple stakeholders and build strong, effective relationships
Strong project management skills, with a focus on quality and attention to detail
Certifications
Train-the-Trainer certification preferred; Aviation certifications desirable.
Reporting
Head - Customer Service Training
Location & Work Mode
Gurugram
Work from Office & Flexible for shifts and weekends.
Behavioral Competencies
Customer Centricity & Collaboration
Communication & Ownership
Learning Agility & Adaptability
Planning & Organizing

Work arrangement
No