Customer Experience Lead (Learning & Development)

Job Description:

• Assess the training and development needs of all employees using proper Training Needs Analysis
• Design specific training programs that target employees’ skill gaps and increase their productivity
• Curate and standardize training materials and course aids, and update as required
• Define performance metrics to evaluate the effectiveness of training programs and prepare reports for senior management
• Plan, organize, and facilitate employee development and training events
• Develop and maintain organizational communications such as day-to-day updates and information to ensure employees are equipped with knowledge of upcoming changes and events
• Reach out to subject matter experts as needed to gather and enhance the current knowledge base; subsequently, use said knowledge base to improve service providence by executives
• Coach and mentor employees; identify and develop high-potential employees, and assist with their career development
• Assign trainers to specific programs, provide them with the necessary training, and supervise their activities to ensure flawless implementation of all learning initiatives
• Work closely with HR professionals, managers, and other stakeholders to ensure that the organization’s learning and development initiatives align with the team’s overall strategic goal
• Create a culture of continuous learning and growth through programs that enable members to evolve constantly and develop.

Requirements:

• Minimum Bachelor’s Degree with minimum 2-3 years of experience in relevant field
• Proficiency in office productivity suite, with a high emphasis on spreadsheet and presentation software
• Certifications in training management and experience using learning management tools will be an added advantage
• Proactive and able to work both independently and within a team
• Proven problem-solving and analytical ability
• Excellent interpersonal and communication skills
• Excellent proficiency using both English and Nepali languages
• Demonstrated ability to excel in fast-paced, changing, and ambiguous environments and work under high pressure
• Good organizational skills including prioritizing, scheduling, time management, and meeting deadlines.

Competencies:

• Technical
• Analytical
• Communication
• Initiative
• Team Player

Benefits:

• International working environment, and a unique opportunity to learn from the best in e-commerce and business growth.
• A platform to learn from Alibaba’s world-leading ecosystem
• Rigorous training and exposure in team management, leadership, business analytics, and operations.
• An opportunity to train the next generation of business leaders
• Competitive salary and incentive package
• Health & Medical insurance.

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