Accountabilities

• Develop comprehensive, interactive, and engaging soft skills training curricula tailored for diverse frontline roles (contact center, check-in, boarding, lounge, baggage, etc.).
• Create learning content using modern instructional design principles and adult learning methodologies (e.g., blended learning, microlearning, scenario-based learning). Ensure content reflects airline service philosophy, cultural sensitivity, and regulatory compliance standards.
• Deliver high-impact classroom, virtual, and on-the-job training sessions focused on communication, emotional intelligence, conflict resolution, service recovery, and customer empathy.
• Develop and maintain annual training calendars, ensuring timely delivery of mandated and developmental training programs.
• Evaluate training effectiveness using metrics such as performance KPIs, customer satisfaction (NPS), and employee feedback to continuously improve content and delivery.
• Maintain accurate training records and compliance documentation in line with company and regulatory requirements.
• Partner with department heads, HR, and operational managers to identify learning needs and align training outcomes with business goals.
• Coach and mentor internal trainers and subject matter experts to build facilitation capability within the organization
• Support leadership development initiatives for supervisory and team leader levels within frontline operations.
• Stay abreast of global best practices in learning technology, behavioral science, and service excellence.
• Integrate digital learning tools (LMS, e-learning, simulations, gamification) to enhance learner engagement and scalability.
• Foster a culture of continuous learning and development within the frontline workforce.

Skills & Competencies



• Proven track record in designing and delivering soft skills or customer service excellence training programs for large, multicultural teams.
• knowledge of airport operations, passenger handling, ground services, and safety requirements.
• Excellent facilitation, presentation, and communication skills.
• Expertise in soft skills topics: communication, empathy, resilience, cultural awareness, and customer engagement.
• Strong analytical and problem-solving skills with ability to measure and demonstrate ROI of training.
• High emotional intelligence and cultural sensitivity, with ability to engage a diverse workforce.
• Expertise in instructional design, facilitation, adult learning principles, experiential learning methods and e-learning development.
• Proven ability to design and implement large-scale and multi-station training programs