Service Training Manager

About the role

TU Holdings Group is hiring a Service Training Manager in Abu Dhabi. The role develops, implements and manages training programmes that raise employee performance, customer service standards and operational efficiency across the group's business units. It covers identifying training needs, improving service quality, building employee skills and ensuring consistent service delivery in line with company policies and objectives.

Key responsibilities

• Develop and implement training programmes aligned with company objectives and operational requirements.
• Assess employee training needs and identify opportunities for performance and service improvement.
• Design and deliver training sessions on customer service, communication, operational procedures and professional development.
• Coordinate onboarding and induction programmes for new employees.
• Establish and maintain service standards, training materials, guidelines and standard operating procedures.
• Run workshops, coaching sessions and practical training for employees and supervisors.
• Evaluate training effectiveness through assessments, feedback, observations and performance reports, and monitor employee development.
• Maintain accurate training records, attendance reports, assessment results and development plans.
• Support customer service improvement initiatives, identify new training methods and best practices, and prepare regular reports on training activities and employee progress.
• Coordinate with external training providers when specialised training is needed.

Required profile

• 3-5 years of experience; proven experience in training management, learning and development, customer service training or operational training is preferred.
• Bachelor's degree in Human Resources, Business Administration, Training and Development, Hospitality Management or a related field preferred.
• Experience in hospitality, food and beverage, retail, customer service or multi-business operations is an advantage.

Required skills

• Strong knowledge of training programme development and delivery.
• Excellent communication, presentation, coaching and facilitation skills.
• Ability to assess training needs and prepare training materials, manuals and SOPs.
• Proficiency in Microsoft Office Suite and relevant training tools.
• Ability to manage several training initiatives across departments and to work with department heads, supervisors and employees.