Kerja Sepenuh Masa, Senior Manager, Training di NexusHire Solutions - Maukerja

Role overview

The Senior Manager, Training will lead the development and delivery of training programmes that strengthen the business development, relationship management and service capabilities of teams within Gaming & Business Development.

Working closely with business leaders, the individual will identify capability gaps, translate business priorities into practical learning programmes and coach employees and managers to apply these skills. The role will support the development of confident, commercially effective teams capable of building and maintaining strong relationships with premium guests.

Key responsibilities

Training strategy and capability development

• Partner with Gaming & Business Development leaders to identify training needs, capability gaps and development priorities.
• Develop a structured training plan and learning pathways for new and existing team members.
• Review and update programmes in response to business priorities, guest expectations and performance feedback.
  
  

Business development and relationship skills

• Design and deliver training in prospecting, understanding client needs, relationship building and client retention.
• Strengthen employees’ ability to conduct effective sales conversations, handle objections, follow up and identify opportunities to deepen relationships.
• Develop capabilities in premium guest engagement, including rapport building, discretion, managing expectations and cross-cultural communication.
  
  

Soft skills and service excellence

• Deliver programmes covering communication, active listening, emotional intelligence, presentation skills and interpersonal effectiveness.
• Coach employees in handling difficult conversations, resolving conflicts and managing service recovery situations.
• Promote consistent service standards and effective collaboration across teams involved in the guest experience.
  
  

Coaching and leadership development

• Facilitate workshops, role-plays and practical exercises that reflect real business situations.
• Provide individual and team coaching, with feedback to help employees apply their learning in day-to-day interactions.
• Equip managers to coach their teams, provide constructive feedback and reinforce desired behaviours.
• Support onboarding and the development of internal trainers or training champions, where appropriate.
  
  

Training materials and effectiveness

• Develop and maintain training materials, facilitator guides, exercises and assessment tools.
• Assess participant progress and identify areas requiring further development.
• Work with business leaders to evaluate training effectiveness using feedback, observed behaviours and relevant service or commercial indicators.
• Coordinate training schedules and work with internal specialists or external providers as required.
  
  

Candidate requirements

• Experience designing and delivering training in business development, sales, client relationship management, premium service or a related commercial function.
• Strong facilitation, coaching and interpersonal skills, with the ability to engage employees at different levels.
• Practical understanding of relationship-led sales, client engagement and retention.
• Ability to identify capability gaps and translate business needs into relevant learning programmes.
• Experience working with senior stakeholders and coaching customer-facing teams in a multicultural environment.
• Relevant training, coaching or adult-learning qualifications would be advantageous.