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Director of L&D and Quality
2 months ago
The core mission of this exciting role, in conjunction with the Global Head of Talent, is to design, implement, and manage comprehensive learning and development programs to support the professional growth and skill development of Aman Group’s colleagues globally. Additionally, this role will oversee quality assurance initiatives to maintain and improve standards across all aspects of our operations and to ensure this experience is consistent with the Aman brand philosophy and expectations.
Place of work is our corporate office in either London/UK, in Zug/Switzerland or Dubai/UAE.
RESPONSIBILITIES
- Work with the Global Head of Talent to develop and implement a global learning and development strategy aligned with business objectives, colleague needs, and industry best practices, ensuring that programs address skill gaps and support career progression at all levels of the organisation.
- Oversee the property learning and development leads in collaboration with the Regional HR Directors, providing direction, guidance, and support in the design, delivery, and evaluation of training initiatives, including onboarding programs, leadership development, technical skills training, and compliance training.
- Support property L&D leads with assessment and development of Departmental Trainers globally.
- Ensure delivery of compliance, health & safety, plus other mandatory trainings for all Corporate offices.
- Creation and execution of onboarding plans for new Corporate office joiners and collaboration with Regional HR Directors for new GM onboardings.
- Supports in leading, developing and mentoring the Talent Executive to ensure high performance and success.
- Partner with key stakeholders across corporate departments and hotels to assess learning needs, identify training priorities, and develop tailored learning solutions that meet the diverse needs of our workforce.
- Leverage a variety of learning modalities and technologies to deliver engaging and effective learning experiences, including instructor-led training, e-learning modules such as eCornell or Typsy, virtual classrooms, simulations, and on-the-job training, establishing successful partnerships with third-party suppliers where required.
- Support the Global Head of Talent in the performance and talent review cycle globally.
- Establish training plans for new opening properties and assist with gathering suitable Task Force members.
- Support with recruitment of L&D leads for properties.
- Participates in the annual budgeting process and takes responsibility for the L&D and Quality Assurance lines of the Global HR P&L.
- Establish and maintain quality assurance processes and standards via LQA to ensure consistency, accuracy, and compliance across all aspects of our operations, including product/service delivery, customer support, and regulatory requirements.
- Implement quality monitoring mechanisms, such as audits, inspections, and performance metrics, to assess performance against quality standards and drive continuous improvement initiatives.
- Collaborate with property and regional teams to identify root causes of quality issues, develop corrective actions, and implement process improvements to prevent recurrence and enhance overall quality performance.
- Stay informed about emerging trends and innovations in learning and development, quality management, and regulatory compliance, continuously seeking opportunities to enhance our approach and stay ahead of the curve.
QUALIFICATIONS
- University degree in Human Resources, Hospitality, Business Administration or related field
- Extensive experience in L&D, including designing and implementing competitive talent development strategies and programs in luxury hospitality
- Solid experience in identifying and articulating service standards, intimately familiar with LQA
- Hospitality experience required, operational experience in hotels preferred
- Willingness to travel extensively across all regions
- Self-starter who loves People, Service and Travel
- Group training experience essential
- Strong knowledge of global best practices and trends with regards to talent management and quality assurance
- Excellent communication skills in English, both written and verbal. Any additional language is a plus
- Pro-active, able to prioritize and deliver in tight deadlines
- Exceptional interpersonal and collaborative skills with ability to work cross-functionally and build relationships at all levels of the organization
- Advanced user of Excel and proficiency in HRIS systems and data analytics tools.
