Talent Development Specialist

Your Talent Can Shape the Future of Travel Training!

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.

We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?

This role will include inducting new employees, coaching of existing employees, running refreshing training sessions on best practice processes within not only travel but also general customer service. It also includes doing quality reviews and spot checks if trained processes are implemented correctly, including respective reporting and coaching of employees on necessary measures to be taken based on the findings. Continuous improvement of processes and systems as well as support of testing and implementation of new systems or system updates will also be part of this role.

Inductions, trainings and coaching session will mainly be delivered remotely but could also be done as classroom face‑to‑face sessions.

Training and Development Programs – Inductions

• Deliver induction training: ensuring dynamic sessions, sensible spread of information & timing of sessions as well as ample time for practical exercises
• Ensure all training material regularly updated and available before each session
• Deliver (1 – 2 days) on the job coaching post first two weeks of induction (or handover to team manager or other trainer where necessary)
• Manage and ensure completion of any training to be delivered within the first 12 weeks
• Provide feedback and handover notes to the line manager and buddy about new starters, including listening to calls, looking at requests and any watch outs

  Delivery of the ongoing and development training:

  • Where appropriate, create training plans, implement sessions and mentor for the lifestyle manager development programmes
  • Deliver training modules as and when required, including refresher training
  • Update training modules and manual as new processes are implemented within the company
  • Work with line managers to identify training needs for individuals and teams
  • Work closely with key stakeholders specific travel travel [i.e. Member Satisfaction, Account Managers and Product] regarding training needs in terms of feedback (including NPS)

  Coaching

  • Support team managers to coach LMs (objectives to be agreed for individuals with team manager) on the floor
  • Continuous coaching of all employees in terms of overall Member Satisfaction and agreed measures to be implemented based on feedback
  • Keep up to date records of coaching, including successes and challenges and communicate to line manager monthly

  Improvement of Travel processes/systems and other travel related project work

  • Closely work with the other travel trainers within Ten and do align training needs and schedules with Ten globally
  • Closely work with Travel TMs and Head of Travel as well as the Operations Director AEMEA to analyse working processes, identify measures to further improvement of efficiencies, training of new processes and monitor/reporting of improvements
  • Be involved in sign‑off and assist in the implementation of new releases
  • Support the Development Team in testing, process changes etc.

  Stakeholder Collaboration, Communication and employee engagement

  • Collaborate with HR, department managers, and other stakeholders to align talent development efforts with the overall strategic objectives of Ten.
  • Support with induction training and onboarding through facilitation of sessions.
  • Promote a culture of employee engagement by fostering a supportive and motivating work environment.
  • Communicate regularly with employees to promote awareness of available development opportunities and to gather feedback on programs and initiatives.
  BEHAVIORAL EXPECTATIONS:

  As a Talent Development Specialist, you will…