Guest Experience Training Facilitator

Abdul Latif Jameel comprises diversified businesses with deep roots in the Middle East, North Africa, and Turkey (MENAT region). Strong networks and long-established relationships make us a powerful partner, opening doors for those who want to do business in the region.Our businesses represent some of the world’s leading brands, earning us their trust and building long-lasting and mutually beneficial relationships. Our commitment to anticipate and support our partners’ needs has driven our success.From our modest beginnings 75 years ago as a small trading business and then a Toyota distributorship in Jeddah, Saudi Arabia, we have established an extensive operations infrastructure, built the largest vehicle distribution network in Saudi Arabia, and, along the way, we have accumulated comprehensive automotive expertise throughout the region.Applying our vast experience in the automotive sector, we’ve used our expertise and operations infrastructure to diversify into new sectors that contribute to the ‘infrastructure of life’ in the MENAT region.Financial Job DimensionsDegree of supervisionThe job holder operates with periodic supervision and structured alignment reviews.Level of AuthorityThe job holder exercises shared decision-making authority with relevant internal stakeholders in line with approved governance and policies.Purpose of the JobThe Facilitator is responsible for the end-to-end execution of Guest Experience and After-sales training programs within ALJ HITCL. The primary goal is to enhance operational efficiency by equipping Service and Parts frontline staff with high-level functional and behavioral competencies. The Senior Facilitator will act as a strategic partner to the business, ensuring that training initiatives directly translate into improved service quality and organizational growth.Key Accountabilities: DescriptionCurriculum Development: Design, update, and implement comprehensive training content for Service, Parts and Sales staff, focusing on technical, functional, and guest experience competencies.Training Delivery: Plan and facilitate high-impact training sessions, including TMC (Toyota Motor Corporation) certified programs and customized courses based on annual Training Needs Analysis (TNA)Certification Management: Oversee the full certification lifecycle for Service Advisors (TSA) and Parts Advisors (PARTS 21), including the administration of theoretical and practical assessmentsDigital Learning Oversight: Manage the online learning ecosystem for Service Advisors via the TEAM GP platform, ensuring seamless registration, access, and completion tracking.TMC Integration: Coordinate with the Toyota Certification Management Center (CMC) via the Oasis site to ensure all local certifications meet global brand standards.Gemba & Quality Assurance: Conduct regular "Gemba" visits to service centers to evaluate training effectiveness, identify performance gaps, and consult with center management on evolving training needs.Strategic Planning: Develop and execute short-to-medium-term training roadmaps to ensure a steady pipeline of highly qualified, high-caliber talent for the organization.Key Accountabilities: Performance IndicatorsLearner’s satisfaction & On-Time completion rateLearner’s satisfaction, On-Time completion rate & facilities utilization.On-Time Completion rateOn-Time processing and reporting & reporting accuracy.Timely resolution of issues# of Visits annuallyOn-Time Completion rate & Deliverables qualityMajor ActivitiesDesign, update, enhance and maintain guest experience training curricula for Service, Parts, and Sales roles in alignment with business and OEM standards.Customize training content and learning pathways based on Training Needs Analysis (TNA) and operational performance gaps.Plan and deliver high-impact classroom, workshop, and blended training programs, including TMC-certified courses.Facilitate engaging learning experiences using adult learning methodologies, simulations, and practical case applications.Manage the end-to-end certification process for Service Advisors (TSA) and Parts Advisors (PARTS 21), including assessments and results reporting.Oversee Service Advisor learning journeys on the TEAM GP platform, ensuring accurate registration, tracking, and completion reporting.Coordinate with Toyota Certification Management Center (CMC) via the Oasis system to ensure alignment with global certification standards.Conduct regular Gemba visits to service and retail locations to evaluate training effectiveness and identify capability gaps.Translate Gemba insights, learner feedback, and performance data into continuous improvements in training content and delivery.Contribute to short- and medium-term training roadmaps to support a sustainable pipeline of qualified frontline talentJob ContextThe Guest Experience Training Senior Facilitator is a subject-matter expert responsible for designing, delivering, and governing high-quality training and certification programs fo