Customer Services Lead Trainer

Summary

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.

Duties and Responsibilities

Team Leadership & People Management

• Lead, supervise, and motivate a team of trainers
• Allocate training assignments and manage trainer schedule
• Conduct regular team meetings, coaching sessions, and performance reviews
• Identify skill gaps within the training team and create development plans
• Support onboarding and certification of new trainers
• Foster a positive learning culture and high team engagement

Training Planning & Strategy

• 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
• Ensure training coverage for onboarding, refresher, upskilling, and compliance programs
• Continuously improve training processes and methodologies

Performance Monitoring & Evaluation

• Track trainee performance during training and On-Job-Training
• Measure training effectiveness using feedback, assessments, and KPIs
• Analyze training data to identify trends and improvement areas
• Prepare and present training reports to management
• Ensure training outcomes positively impact business performance

Stakeholder Management

• Collaborate with HR, SSC, and operations teams
• Act as the primary point of contact for training-related queries
• Align training delivery with operational goals and performance metrics
• Support new process rollouts and change management initiatives

Process & Compliance

• Ensure adherence to Global Training Team training standards and policies
• Maintain accurate training records, attendance, and certifications
• Support audits and compliance requirements related to training
• Utilize LMS and digital learning tools effectively

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 a 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
• Meticulous, adaptive and take strong ownership of work assigned and good team player.