KEY RESPONSIBILITIES -

1. TRAINING DELIVERY AIR LOB

- Design and deliver end-to-end training programmes for Air LOB teams, covering domestic & international flight booking, GDS proficiency (Amadeus / Sabre / Galileo), ancillary upsell, fare rules, and refund/reschedule SOPs.
- Conduct new-hire inductions, refresher modules, and remediation batches for contact centre agents, quality analysts, and operations executives handling air ticketing.
- Facilitate live, blended, and virtual classroom training sessions aligned to Air product roadmap and seasonal travel peaks.
- Collaborate with the Air Ops and Product teams to translate policy and product updates into trainer-ready content within defined TATs.
- Track trainee performance during batch delivery and submit structured post-training assessments and score reports.

2. TRAINING DELIVERY NON-AIR LOB (Hotels, Holidays, Buses & Rail)

- Own training delivery across Non-Air LOBs including Hotels (domestic & international), Holiday Packages, Bus, and Rail verticals.
- Develop and deliver role-specific modules for reservations, supplier coordination, customer service escalations, and booking system navigation (internal tools + OTA platforms).
- Partner with the Hotels and Holidays category teams to stay current on inventory, supplier changes, and promotional campaigns and build this into training content.
- Run cross-LOB training for agents handling multi-product customer interactions, ensuring consistent process adherence and customer experience standards.

3. PARTNER PERFORMANCE & CAPABILITY BUILDING

- Act as the training SPOC for outsourced and partner operations centres, driving capability building programmes at partner sites.
- Conduct scheduled and ad hoc training visits to partner locations across India to assess training quality, address skill gaps,



and deliver upskilling interventions.
- Monitor partner agent performance data (CSAT, AHT, FCR, quality scores) and translate insights into targeted training action plans.
- Facilitate train-the-trainer (TTT) programmes for partner training teams, ensuring consistent delivery standards and messaging across all partner locations.
- Maintain a partner training calendar and publish monthly performance dashboards in collaboration with the Quality and Operations teams.

4. SOP CREATION & KNOWLEDGE MANAGEMENT

- Author, review, and maintain Standard Operating Procedures (SOPs) for all processes within Air and Non-Air LOBs in line with business, compliance, and regulatory requirements.
- Establish a version-controlled SOP repository and drive adoption of updated SOPs through structured communication and training interventions.
- Work closely with Operations, Quality, and Product teams to identify process gaps and develop prescriptive SOP updates.
- Convert complex policy documents, escalation matrices, and tool workflows into simple, trainer-friendly and agent-accessible job aids, quick reference cards (QRCs), and e-learning storyboards.
- Conduct periodic SOP audits to ensure on-floor adherence and identify areas requiring refresher training.

5. VENDOR MANAGEMENT & EXTERNAL TRAINING ENGAGEMENTS

- Manage relationships with external training vendors, e-learning content developers, and LMS providers,



ensuring SLA adherence, content quality, and commercial compliance.
- Evaluate vendor proposals, coordinate pilot sessions, and provide structured feedback for content customisation to operational context.
- Oversee scheduling, logistics, and reporting for vendor-delivered training programmes including GDS certification, airline product training, and soft-skills interventions.
- Negotiate and track training vendor contracts, purchase orders, and invoicing in coordination with Finance and Procurement.
- Maintain a vendor performance scorecard and conduct quarterly vendor reviews to assess ROI and training effectiveness.

6. MULTI-LOCATION TRAVEL & FIELD TRAINING

- Travel extensively across company's office locations (Bengaluru, Gurugram, Mumbai) and partner/vendor sites across India on a planned and need basis.
- Conduct on-site training assessments, floor observations, and nesting support for recent agent batches at remote locations.
- Represent the L&D; function at partner governance reviews, QBRs, and operational reviews across geographies.
- Manage travel logistics, pre-trip training plans, and post-visit action trackers independently.

7. TRAINING ANALYTICS & EFFECTIVENESS

- Track key training metrics: batch throughput, post-training assessment scores, knowledge retention (Kirkpatrick Level 13), and business impact indicators (CSAT, QA scores, error rates).
- Publish weekly/monthly training MIS reports for leadership and functional stakeholders.
- Drive continuous improvement in training programmes through feedback loops, mystery shopping, and audit outcomes.
- Manage the Training Needs Analysis (TNA) cycle in coordination with Operations and Quality teams on a quarterly basis.

📌 Assistant Manager - Training (Noida)
🏢 Yellow Box HR Services
📍 Noida