Job Description

A. OVERAL JOB PURPOSE

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This role is responsible for determining and delivering learning, quality, and compliance initiatives that support Aspire Lifestyles' global standards. It involves designing and implementing training programs, meeting compliance with internal and external requirements, and continuously improving service quality across the business. The role works closely with teams and stakeholders to manage audits, review, track & improve performance, and address risks. It plays a hands-on part in enhancing customer experience and operational effectiveness through practical execution and collaboration.

B. KEY RESPONSIBILITIES

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LEARNING & DEVELOPMENT

Learning & Development Leadership

Align

learning strategies with business goals and compliance needs (e.g., PCI DSS, ISO).

Create

innovative, blended learning solutions using best practices and external research.

Develop

customized learning offerings that reflect the brand and values of Aspire Lifestyles.

Champion/Primary country person

for the use of technology and digital tools for learning accessibility and engagement.

Measuring Performance & Impact

Evaluate

learning effectiveness using Kirkpatrick Level 1-4 KPIs and business feedback.

Analyze

training outcomes to identify gaps and improvement opportunities.

Develop

and implementlearning interventions.

Celebrate

learning success (recognition/reward program); share best practices across teams & centres.

Check

that all learning records are captured correctly & timeously by the LDs and monthly reviews.

Cross-Functional Collaboration

Meet

with Service Delivery Managers/Directors, Client Services, Region & Group teams to support service initiatives/improvements/projects

Coordinate

with regional and local stakeholders to set up training infrastructure and tools.

Develop & implement

localized content to meet market-specific needs.

Collaborate

closely with Digital teams to promote, develop & implement service initiatives.

Partner with HOSD

and support strategic people initiatives beyond the LDQC function.

Identify & support

training needs for managers/other roles outside the immediate LDQC team.

Design

cross-functional learning solutions that build capability across all SD departments.

Team Development & Leadership

Lead & demonstrate

all the touchpoints of the learning lifecycle to the LDQC & SD teams.

Facilitate

train-the-trainer sessions and do team calibrations.

Develop

personal development plans & conduct monthly coaching sessions for team members.

Recruit

& onboard

new team members with a structured onboarding curriculum & plan.

Consult with HOSD

on workforce development and talent planning.

Work closely with HOSD

to shape and drive people development strategies.

Stakeholder & Client Engagement

Meet

monthly with internal stakeholders, incl. Group/Regional LDQC Management and the Head of Service Delivery to present & discuss LDQC evaluation/training/audit outcomes.

Communicate

learning progress, challenges, and risk mitigation strategies to stakeholders.

Lead

the country in client meetings, calibrations, and audits.

Primary Escalation

person for training interventions, complaints & client breaches.

Quality & Compliance Oversight

Lead

internal and external audits and maintain the country's Quality Improvement Plan.

Participate & prepare

the market to be ready for rollouts and secure local experts.

Identify

risks and gaps during implementation and escalate as needed.

Lead the

Concierge Support Program (CSP), scheduling coaching sessions, tracking, and completing with zero slippage.

Program & Project Management

Design, develop & implement

learning interventions that include Educate, Expose & Experience opportunities.

Deliver

training sessions & make sure that the delivery meets user and client requirements.

Create

facilitated & eLearning content & gamified assessments for various levels of service delivery staff.

Function

independently to lead LDQC initiatives and projects.

Support major projects

by checking Training environments & managing infrastructure readiness.

Check training rooms & facilities

ensuring they are well-maintained and ready for use.

Explore, share & introduce new technologies

that enhance efficiency and user experience.

Simplify & improve tools and processes,

including QA forms and eLearning development.

REQUIRED WORK EXPERIENCE

Experience designing and delivering blended learning programs, including digital content. Proven track record in managing audits, compliance processes, and risk mitigation. Strong background in stakeholder engagement and cross-functional collaboration. Demonstrated experience in coaching, developing, and managing teams. Hands-on experience leading projects and implementing learning or compliance initiatives. Familiarity with service delivery environments and performance reviews.

REQUIRED QUALIFICATIONS

Relevant tertiary qualification in Quality & Compliance, Education/Learning & Development, Business, or a related field. Additional certifications in Learning & Development, Instructional Design, or Quality & Compliance are a strong advantage. Proven experience in leading LD and/or QC functions within a service delivery or customer experience environment. Familiarity with compliance standards such as PCI DSS, ISO, or similar frameworks. Strong working knowledge of digital learning tools, LMS platforms, and Microsoft Office.

REQUIRED LANGUAGE

Excellent Written and Spoken English language skills.

TRAVEL/ROTATION REQUIREMENT

Willingness to travel locally and internationally as needed to support business and operational needs. Flexibility to assist other Aspire Lifestyles locations when required. * Ability to work a variable schedule, including days, nights, weekends, and public holidays, based on program demands.