Head, Training Academy 职位描述文件
职位识别信息
职位名称 Head, Training Academy 所属部门 Contact Center
职位编号 所在城市
工作地点 出差要求 ■无□偶尔□经常□常驻
版本号 生效日期
工作网络关系
直接上级职位 VP, Operations 汇报职位
直接下级职位
Asst. Manager, Planning&
Development; Asst.
Manager, Training Operation
薪
酬
□无 ■建议权 □决定权
直接下级人数 2
绩
效
□无 ■建议权 □决定权
直接管辖团队 2
人
员
管
理
权
限
配
备
□无 ■建议权 □决定权
业务指导职位
对职位产生影
响的外部机构
外部培训机构
受到职位影
响的外部机
构
外部培训机构
任职资格
教育程度 Graduate 专业方向
Human resource, Training,
Aviation or psychology
related
工作经验
• 7 years Training and
Development 经验 in
which 3 years should be in
managerial role
行业经验
培训经历 核心能力
• 客户导向
• 精诚协作
• 积极进取
• 立足创新
• 求真务实
• 敬业诚信
通用能力
• 组织认知
• 个人管理
• 绩效导向
• 可靠性
• 口头沟通
• 书面沟通
• 人际交往
• 谈判能力
• 领导力
• 团队管理
• 员工管理
• 分析/解决问题
• 计划能力
专业能力
• 客户服务
• 业务知识
• 系统运用
• 销售技巧
• 效率导向
• 质量导向
• 投诉处理
• 知识管理
职位目的与职责
职位目的（存在
的理由，限制和
目标）
To provide quality training services to support efficient operations
of the contact center as well as various business lines of the
company as a whole.
职责范围
(名称、定义、该职责所要达到的结果/目标)
责任级
别
（全部/
部分/协
助）
衡量标准
(数量、质量)
战略层面
业
务
类
战术层面
• To formulate short term and long term
training and development plan as to
enabling competent staff being trained
up and achieve revenue and customer
satisfaction target
操作层面
• To prepare, approve and closely monitor
departmental operating budget and
expenses.
• To collaborate with fellows team in
order to accurate foreseen the ever
changing internal customers training
requirements
• To propose and engage external training
vendors as to provide any developmental
and special trainings.
• To act as gap-keepers and ensure all the
new recruited can meet min. operating
standard before releasing to Operation
Teams.
• To plan and implement e-learning portal
and measure its effectiveness.
• To partner with recruitment team and
ensure non-stopped supply of competent
human resources.
• To lead and motivate teams, monitor
performance and work with buddy teams
to continuously improve work process,
policies and procedures.
• To identify tertiary institutions and
implement bridging programs to grow
potential Travel Consultants.
• To retain grow and develop competent
team members in order to cope with
future business expansion and individual
career development.
• To measure and improve training
effectiveness and reasonable ROI.
• All
• KPIs for
internal
customers
training
requirements
• Internal
customer
satisfaction
• External
customer
satisfaction
• Staff attrition
管理类
• 参与下属员工的招聘、任免、考核、
晋升和调配，以建立、领导及激励高
效团队
• 负责部门日常工作管理，监督检查本
部门人员遵章守纪及工作落实情况
• 解决部门内工作协调和人员沟通，营
造良好工作氛围
全部
部分
内部满意度
新员工试用期流
失率
