BUSINESS INTRODUCTION
Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 48,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.
Role Purpose:
The Training Specialist is a subject matter expert (SME) who is responsible for sharing knowledge in a job specific area; this role focuses on teaching specific operational skills and/or on-the-job capabilities needed for identified positions across the business. Training Specialists will act as operations partners by skilling/reskilling and upskilling talent on an ‘at-needs’ basis, are entitled to train on mapped competency and measure learning efficiency upon completion of the programs.
Role Details – Key Responsibilities and Accountabilities:
Training Delivery
- Train in area(s) of expertise new joiners as well as incumbent employees as per business requirements
- Understand the organizational strategy, goals, vision, and values to effectively apply achievable outcomes to training sessions
- Framed by the company strategy and aligned with organizational goals, produce training competency/effectiveness reports and proposed intervention
- Upskill, reskill and/or skill employees on Multitasking/ CX solutions and measure results against business KPIs
- Create effective, practical on the job training solutions and problem-solving scenarios in an omni business context
- Support employees’ development in area of expertise and support the analysis of performance business KPIs before-after training, aiming to close existing gaps in the organization
- Understand and apply key adult learning principles to facilitate learning across a variety of mediums (classroom-based, on-the-job etc.).
- Role model inspiring customer centricity and technical knowledge implementation
- Ensure best practices are researched and implemented within initiatives
- Partner with key stakeholders to coach employees role modelling a customer centric culture in their roles.
- Connect with trained employees and line managers across MAF Retail to follow up on their strengths, areas of development and provided Customer Experience
- Coach and mentor employees as per business request using easy to absorb key concepts
- Engage with content developers and key business partners to outline opportunities for improvement and key pain points in operations based on successful models in the organization
Financial & Standards
- Ensure training costs are in line with defined budgets
- Ensure learning content is delivered as per MAF guidelines and covers all relevant compliance requirements
KPI’s
- Engagement and training target audience adherence to learning intervention outcomes
- Quality of learning interventions – NPS scores
- Knowledge retention indicators
- Evidence of impact of learning- ROI (career growth/ productivity)
- Cost efficiency against budget
Functional/Technical Competencies
- Retail understanding (operational background mandatory)
- Role model a Customer Centric mindset
- Role model adaptability and teamwork
- Critical thinking and problem-solving skills
- Excel on time-management skills
- Great interpersonal and communication skills
- Computer proficiency: MS Office, Excel, And Power Point
Personal Characteristics and Required Background:
Minimum Qualifications/education
- Preferably – but not mandatory - BS degree in Education, Training, HR or related field
Minimum experience
- 4-5 years of experience as a facilitator on his/her area of knowledge, or similar role
- Ability to lead a full training cycle
Preferred Languages: - English (Full professional proficiency - required)
- Arabic (mandatory in Arab countries)
