Learning & Development Officer

Job Summary :

The Learning & Development Supervisor is responsible for building and sustaining a learning culture across the organization's >1,000-employee workforce. The role leads the full training lifecycle — from Training Needs Analysis (TNA) to program design, curriculum outputs, delivery, vendor management, and impact measurement. In the Services/Hospitality context, this person will focus on both operational competency (frontline service, SOPs, safety) and leadership development (supervisory skills, succession readiness) while maintaining the company's onboarding standards.

Key Responsibilities :

A. Training Needs Analysis & Planning

• Conduct annual and quarterly Training Needs Analysis (TNA) across all departments and regions
• Translate business goals and performance gaps into actionable learning interventions
• Build the annual Learning & Development Plan (LDP) and secure budget approval Lead
• Prioritize training for critical roles: frontline service staff, supervisors, and high-potential employees

B. Program Design, Development & Delivery

• Design training curriculum for onboarding, technical/operational skills, soft skills, and leadership development
• Develop and maintain e-learning modules, facilitator guides, and training materials
• Facilitate training sessions directly (classroom, virtual, on-the-job) for supervisory and leadership programs
• Create and manage Individual Development Plans (IDPs) for high-potential and succession candidates

C. Vendor & External Partnership Management

• Source, evaluate, and manage external training vendors and certification bodies
• Manage training budget, vendor contracts, and ROI measurement
• Coordinate with hospitality/service industry associations for relevant certification programs

D. Learning Impact Measurement & Reporting

• Measure training effectiveness
• Track training hours per employee, completion rates, and cost-per-training metrics
• Submit monthly L&D dashboards to HR Manager; present quarterly findings to leadership
• Link training completion to performance review data to demonstrate business impact

E. Onboarding & Culture Programs

• Own and continuously improve the new employee onboarding program (national standard)
• Develop and facilitate culture and values embedding programs
• Support internal mobility by designing cross-training and rotation program structures

Experience Requirements :

• Minimum 3–5 years in Learning & Development, Training, or Organizational Development roles
• Demonstrated experience in designing programs for large or multi-site workforces (frontline-heavy preferred)
• Experience in Services/Hospitality or Retail is a distinct advantage (understanding frontline learning challenges)
• Background in both classroom facilitation and e-learning development is highly valued

Behavioral Competencies :

• Energetic facilitator with strong presentation and public speaking ability
• Empathetic and people-centric — able to connect with both frontline staff and senior leaders
• Creative curriculum designer — can translate SOPs into engaging learning experiences
• Self-starter with project ownership mindset — L&D function will be largely built from the ground up
• Analytical — comfortable measuring training ROI and linking learning to business outcomes