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.

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.

Qualifications & Experience

• Graduate/Post-Graduate in Travel, Tourism, Hospitality, or related discipline.
• 6–10 years of relevant experience in corporate travel operations and training.
• 2–3 years in a managerial or training leadership role.
• GDS certifications and knowledge of multiple travel systems preferred.