Service Excellence Training & Enablement Manager

Introductory Summary

We are looking for an experienced Service Excellence Training & Enablement Manager to design, implement, and drive innovative training strategies that transform frontline service standards. This role blends leadership, creativity, and technical expertise in learning solutions to empower teams, enhance customer experiences, and align training outcomes with long-term business goals.

About the Company

This opportunity is offered through InTalent Asia, a trusted recruitment and HR solutions provider based in Colombo, Sri Lanka. With a strong reputation for connecting talented professionals with leading organizations, InTalent Asia partners with businesses across diverse industries to build high-performing teams. Their mission is simple yet powerful: to empower people and organizations to reach their full potential through tailored recruitment strategies, training, and career development support.

Located in the heart of Colombo, InTalent Asia emphasizes innovation, collaboration, and service excellence. Their values revolve around creating meaningful career opportunities, nurturing professional growth, and matching talent with roles that inspire long-term success. The company has built a reputation for being both people-centric and future-focused, making it the perfect partner for individuals who aspire to advance their careers while contributing to the success of forward-thinking organizations.

The Role & Responsibilities

As the Service Excellence Training & Enablement Manager, you will play a critical role in shaping the future of customer service excellence. Your primary mission will be to design, implement, and monitor service training initiatives that uplift employee capabilities and align directly with business objectives. This role requires a balance of strategic vision, hands-on facilitation, and expertise in modern learning technologies.

Key Responsibilities

Develop and Deliver Training Programs
Create comprehensive training modules tailored for frontline employees that focus on enhancing service standards, problem-solving, and customer engagement. These programs should integrate real-world scenarios and practical application to ensure maximum impact.
Update Content with Best Practices
Regularly refresh training materials to reflect industry trends, customer expectations, and compliance standards. By ensuring relevance, you will equip employees to respond effectively to evolving business needs.
Conduct Multi-Location Workshops
Facilitate engaging workshops across regional offices and service hubs, ensuring consistent training delivery while addressing the unique challenges of each location.
Integrate AI-Driven and Gamified Learning Tools
Harness cutting-edge learning technologies such as artificial intelligence, gamification, and e-learning platforms to create interactive, motivating, and effective training experiences.
Measure and Refine Training Impact
Use audits, learner feedback, and performance analytics to evaluate training effectiveness. Continuously adjust and improve programs to ensure measurable outcomes.
Cross-Functional Collaboration
Work closely with HR, compliance, and operations teams to bridge training gaps, align with organizational policies, and support business objectives.
Mentor and Coach Employees
Provide ongoing coaching and mentorship to employees at all levels, fostering a workplace culture centered on continuous learning and service excellence.

Qualifications & Experience

To excel in this role, you should bring a blend of academic grounding, professional experience, and passion for learning innovation.

Educational Background
A bachelor’s degree in Training, Business, Human Resources, or a related field is required. Advanced qualifications in learning and development or service management will be an added advantage.
Professional Experience
At least 8 years of experience in service training, learning and development, or customer service leadership is essential. Experience in managing large-scale training initiatives across multiple regions will be highly valued.
Certifications
Recognized certifications such as CIPD, ATD, Train-the-Trainer, Instructional Design, or Coaching will demonstrate your professional expertise and commitment to excellence.
Technical Skills
Strong knowledge of AI-driven training solutions, gamification methods, learning analytics, and digital content creation will distinguish you as an innovator in the field.
Leadership and Facilitation
Exceptional facilitation and mentoring skills are required, with a proven ability to inspire, coach, and lead diverse teams.
Analytical and Strategic Thinking
Ability to analyze training performance, align learning programs with organizational goals, and implement strategies that drive measurable service improvements.
Communication and Collaboration
Strong interpersonal, stakeholder management, and cross-functional collaboration skills are essential to building trust and achieving shared objectives.

What We’re Looking For

Beyond qualifications and technical expertise, we are seeking a candidate who demonstrates the following qualities:

A Passion for Service Excellence
You genuinely believe in the transformative power of customer service and are committed to raising the bar across all touchpoints.
Innovative Mindset
You embrace new technologies and learning methodologies, using them to create impactful, engaging, and modern training experiences.
Adaptability and Resilience
In a fast-paced, dynamic environment, you remain calm under pressure, flexible in your approach, and focused on solutions.
Leadership Presence
You inspire confidence, foster collaboration, and encourage professional growth among your team and colleagues.
Strong Communication Skills
Your ability to articulate ideas clearly and persuasively ensures effective engagement with employees, stakeholders, and leadership teams.

Why Join Us

Joining as a Service Excellence Training & Enablement Manager offers more than just a role—it is an opportunity to be at the forefront of shaping service standards for a leading organization.

Impactful Work
You will directly influence the quality of customer interactions and employee development, leaving a lasting impact on both individuals and the business.
Cutting-Edge Learning Environment
Exposure to the latest tools in AI-driven training, gamification, and digital learning will keep you ahead of industry trends.
Collaborative Team Culture
You will work in a supportive, people-focused environment that values creativity, teamwork, and continuous improvement.
Career Growth Opportunities
The role offers professional development pathways, exposure to leadership, and opportunities to expand your expertise across industries.
Competitive Rewards
Alongside a competitive compensation package, you will gain access to professional development programs and networking opportunities within a respected HR solutions firm.