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Regional Learning & Development, Quality & Compliance Manager
Aspire Services Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia16 jam yang lalu
Penerangan pekerjaanCollaborate with regional Service Delivery Managers / Directors, Client Services, Region & Group teams to support service initiatives / improvements / projects. Coordinate with Group and local stakeholders to set up training infrastructure and tools. Develop / support & implement regional & localized content to meet market-specific needs. Collaborate with Digital teams to promote, develop & implement service initiatives. Partner with APMEA HOSDs and support strategic people initiatives beyond the LDQC function. Identify & support regional training needs for managers / other roles outside the immediate LDQC team. Design regional cross-functional learning solutions that build capability across all SD departments. Align country Q&C strategies with global frameworks, tailoring initiatives to regional requirements while ensuring compliance with corporate standards. Lead and coach Country Q&C Heads / Consultants, setting priorities, guiding delivery, and holding them accountable for results. Develop and oversee the regional roadmap for Q&C, including quality improvement projects, audit readiness, and compliance milestones. Representing the region in global forums, ensuring regional priorities and challenges are voiced and addressed. Governance & Compliance : Oversee regional compliance governance, ensuring countries maintain risk registers, log breaches, and execute corrective actions. Monitor regional audit performance, ensuring countries achieve ≥85% pass rate and that risks are escalated proactively. Ensure adherence to regulatory, client, and corporate compliance standards across all platforms in the region. Standardize regional policies, procedures, and frameworks across countries to reduce variation and increase efficiency. Lead service transformation across the region, advocating for a Customer Voice approach to identify service improvements, analyzing points of failure, and oversee service recovery actions. Implement action plans to improve customer experience, ensuring best practices are shared across countries and embedded into service delivery. Promote the creative use of digital tools and technologies to deliver services through more accessible and collaborative channels. Ensure clear and consistent communication of the service transformation program, both internally and externally, to engage stakeholders and embed change. Collaborate with Sales, Digital, Service Delivery leadership, and Managers to promote a culture of continuous improvement in customer experience. Inspire a regional culture of learning and service excellence, role-modelling “Quality First” in every customer interaction. Previous Quality & Compliance experience and Learning & Development within an operations or technical environment Minimum of 3 years work experience within a LD, QC or LDQC managerial role Geographical awareness and cultural sensitivity. Previous Service Transformation experience an advantage. Project Management experience an advantage. Concierge, Hospitality, Luxury or other similar sector operational background (e.g. logistics, security, shared service), banking / hotel / travel industry is an advantage.
Overview
This role is responsible for determining and delivering learning, quality, and compliance initiatives that support Aspire Lifestyles’ global standards. It involves designing and implementing training programs, meeting compliance with internal and external requirements, and continuously improving service quality regionally across the business. The role works closely with Group, Regional & Local teams and stakeholders to manage audits, review, track & improve performance, and address risks. It plays a hands-on part in enhancing customer experience and operational effectiveness through practical execution and collaboration.
Responsibilities
LEARNING & DEVELOPMENT
- Align regional learning strategies with business goals and compliance needs (e.g., PCI DSS, ISO).
- Create innovative, blended learning solutions using best practices and external research.
- Develop customized regional learning offerings that reflect the brand and values of Aspire Lifestyles.
- Regional Champion for the use of technology and digital tools for learning accessibility and engagement.
- Measuring Performance & Impact : Evaluate regional learning effectiveness using Kirkpatrick Level 1–4 KPIs and business feedback; analyze training outcomes to identify gaps and improvement opportunities; develop and implement regional learning interventions; celebrate learning success and share best practices across teams & centres; ensure regional learning records are captured correctly & timeously by the LDs and monthly reviews.
CROSS-FUNCTIONAL COLLABORATION
QUALITY AND COMPLIANCE
SERVICE TRANSFORMATION
Required Work Experience
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