Job Description: Key Responsibilities
Training Strategy & Planning
- Develop annual travel training strategies aligned with business goals.
- Conduct Training Needs Analysis (TNA) for new processes, systems, and policy updates.
- Define structured learning pathways for NHT, cross-skilling, upskilling, and refresher modules.
Training Delivery & Facilitation
- Deliver training on corporate travel concepts, GDS, fares, ticketing, policy compliance, and service excellence.
- Facilitate client-specific and certification-based training programs.
- Ensure consistent delivery standards across all trainers.
Training Content & Curriculum Development
- Create, review, and refine training content, SOPs, learner manuals, assessments, and e-learning assets.
- Coordinate with operations and client teams to ensure content accuracy and relevance.
- Maintain version control and continuous content refresh.
Training Governance & Reporting
- Own training dashboards, performance metrics, NHT throughput, and effectiveness assessment.
- Track key KPIs including Trainer Quality, Speed-to-Proficiency, Training Closure Accuracy, and post-training outcomes.
- Maintain audit-ready training documentation and certifications.
Stakeholder & Client Management
- Act as a primary training interface for internal and external stakeholders.
- Collaborate with Operations, Quality, WFM, and HR to forecast training timelines and hiring requirements.
- Participate in business reviews, client calls, and process walkthroughs.
Continuous Improvement
- Implement innovative learning techniques including blended learning, simulations, and micro-learning.
- Evaluate trainer performance and improve training modules based on feedback.
- Lead initiatives for productivity enhancement and error reduction.
Responsibilities: Strong Travel Product Knowledge & Technical Competency
The role demands deep expertise across core travel products and industry systems:
Travel Product Knowledge
- End-to-end understanding of Air , Hotel , Car , Rail , Passport/Visa , and Ground Transportation products.
- Strong understanding of corporate travel policies , traveler profiles, negotiated programs, preferred suppliers, and global travel frameworks.
- Knowledge of fare types , ancillary products, corporate bundles, NDC content, and supplier-specific nuances.
- Understanding of travel risk management, duty of care, and industry compliance requirements.
Technical Competencies
- Expert proficiency in GDS systems : Sabre, Amadeus, Galileo (must be able to train advanced formats).
- Hands-on knowledge of fare construction , tax structure, CAT rules, RBDs, reissues, exchanges, and refunds.
- Strong command over PNR creation, QC queues, ticketing workflow, and mid-/back-office systems.
- Familiarity with travel technology platforms such as OBTs (Concur, Cytric, GetThere), CRM systems, and reporting dashboards.
- Ability to interpret MIS reports and training analytics to drive performance improvements.
Behavioral Competencies
- Excellent communication and facilitation skills.
- Strong stakeholder management with the ability to influence across levels.
- Analytical approach, problem-solving, and structured thinking.
- Team leadership, coaching ability, and performance orientation.
- Agility, adaptability, and customer-centric mindset.
