Job Description

Executive Recruitment Firm Monroe Consulting is currently recruiting on behalf of an established GLC with strong presence within the consumer, logistics and technology sector. Our distinguished client is currently hiring for a Capability Lead, Sales and Service Quality. The winning candidate will work closely and collaborate with business functions to ensure learning and development requirements are identified, agreed upon, and developed to the highest standard, in alignment with group values.
Responsibilities
Own It:

• Identify, define, assess, and monitor capability and competency requirements for functional teams in Sales.
• Create and curate learning curriculums and roadmaps for sales, retail, and customer service which deliver measurable learning experiences that build skills, drive performance, and increase engagement.
• Assess learning and development needs of individuals and teams.
• Plan, schedule, and deliver training workshops, both online and in-person.
• Provide sales coaching and mentoring, at individual and functional team levels, to improve performance gaps and reinforce best practices, focusing on sales techniques, product knowledge, and customer engagement strategies.
• Accompany sales personnel on client visits to observe real-time interactions, identify areas for improvement in sales techniques, product presentation, and objection handling, and subsequently tailor individualized coaching and development plans.
• Assess quality of training delivery of trainers in the Divisions and govern alignment to Group values and principles.

Build Trust:

• Work closely with the Division's leadership team and provide guidance on functional capability and competency requirements.
• Consistently engage with employees across levels to develop functional skills and knowledge.
• Serve as the main resource for employees and managers regarding functional learning and development matters for the division.

One Team:

• Work collaboratively with other stakeholders within and outside the Division to maintain high-quality training delivery.
• Engage and work with Head of People Development & Culture for alignment to group learning strategies and objectives.
• Collaborate closely with Group Centre of Development to facilitate Human Resource Development Corporation (HRD Corp) requirements in training design and delivery.

Move Fast:

• Enjoy working in a fast-moving transformation journey.
• Quick to adapt, have a sense of urgency, and act quickly based on business needs.

Delight Customers:

• Deliver high-value service in solution, facilitation, and delivery of functional Learning and Development to the business.
• Maintain relationships and network with external professional advisors, consultants, and industry peers. Gain market's latest best practices, insights, trends, and benchmarks.

Drive Innovation:

• Promote a culture of continuous learning and innovation within the team.
• Perform training evaluation, data analysis, and present functional learning and development reports to management.
• Design blended learning solutions and interventions using a variety of learning tools to deliver training workshops, demonstrations, presentations, job-specific toolkits, and learning modules.

Job Requirements:

• Minimum 10 - 15 years of Learning and Development experience with strategic orientation, preferably within a sales and customer service environment.
• Able to contribute to translating business objectives into learning and development initiatives.
• Able to demonstrate practical application of organizational learning and development tools and concepts.
• Strong facilitation and presentation skills with the ability to design and deliver training.
• Knowledge of the latest trends and methodologies in adult learning principles.
• Significant experience managing engagements with multiple stakeholders.
• Ability to communicate effectively with all levels of employees, both written and verbal.
• Demonstrate accuracy, attention to detail, and be able to manage project timelines and/or deadlines.

Skills Required