Swapna John
Greater Noida,UP
Summary
A Learning & Development, HR and Hospitality professional with a successful track record of successful training & delivery across various corporate solutions both India and overseas. I bring a wealth of knowledge and experience in business offering generalist HR, organizational development and strategic L&D expertise. I take a systematic approach and specialize in developing frameworks, reviewing systems and leveraging digital tools, to create sustainable programs that address business change, performance improvement and career development. As a L&D practitioner, I offer expertise across various industries in the field of organizational development, learning design, performance improvement and leadership development.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Manager Learning & Development
Bengaluru Airport Services Limited – Subsidiary of BIAL
02.2023 - 02.2024
- Managing the overall training needs for the Terminal 2 Lounges, Cafe & the T2 Transit Hotel
- Overseeing and delivering various training for the Front of the House (FOH) & Back of the House (BOH) team members for various Soft skills and behavioral trainings such as the Basics of Customer Service & Hospitality Skills
- Managing the Leadership and Management development training and development via (inhouse & external trainings) for Bangalore Airport Services Limited.
- Ensured refresher and recurrent trainings were organized for various Industry certifications such as ISO22000, FOSTAC etc.
- Managed various HR & L&D Projects for BASL in alignment to the BIAL standards such as the introduction and implementation of the LMS Tool for the organization.
- Partner with business leaders to initiate, build and develop comprehensive talent strategies which address complex and diverse business imperatives
- Review the training which is currently offered within the Company and ensure that it is fit for purpose, including induction and e-learning packages (LMS)
- Identify top reasons why candidates and employees choose to work with our company and recommend areas of improvement for our HR procedures and identify learning gaps to improve employee retention and support succession planning
- Design solutions which address key talent gaps and drive implementation of the same
- Being an Internal Committee member for the POSH committee ensure employee grievances and issue and addressed and handled in a professional and discreet manner.
Manager Learning & Development
Plaza Premium Group – Care by BLR - BIAL
09.2021 - 01.2023
- Work closely with Group Learning and Development team based in Malaysia, to identify and review training needs in airport lounges and airport operations to maintain good quality of customer service
- To set and monitor corporate learning & development strategies that are aligning with the business strategies and people growth
- Worked with the corporate L&D team to introduce and launch various soft skills and hospitality trainings in standards to the international Plaza Premium Network.
- Develop KPIs on learning and development to measure Learning effectiveness
- Plan, review, prepare, and monitor the company’s Training Budgets & Training Plan.
- Led an L&D team of 3 (Hospitality Trainer, Training Coordinator and Admin) to ensure smooth flow of trainings are delivered in a timely manner starting from the Induction to the On the Job Trainings.
Manager Customer Service & Operations
Air India SATS Airport Services Private Limited.
09.2018 - 12.2019
- Ensure safe and secure operations and flight departure on or before scheduled operations by constantly monitoring and liaising with the carriers, Authorities at the airport and the Duty Managers on shift
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Regional Training Specialist
LANDMARK GROUP
09.2017 - 03.2018
- Subject matter expert on learning & development and organizational development issues and assessing needs through research and consultation with the business
- Evaluated the effectiveness of various training programs and took measure to ensure high effectiveness and ROI to business
- Conducted performance reviews in order to determine effectiveness and manage continuous improvement initiatives
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets
- Leveraged industry trends to deliver up-to-date training.
- Created and oversaw various commercial & soft skill training programs for operations.
Learning & Development Specialist
EMAAR PROPERTIES PJSC
11.2014 - 11.2015
- Designed and developed various soft skills, Operational training programs for staff working in Burj Khalifa based on Job Analysis, appraisals and regular consultation with the Business Directors and HR
- Oversaw the training needs for the Armani Hotel with regards to various soft skills, regulatory and hospitality trainings.
- Designed and delivered web-based, self-directed learning materials.
- Headed project teams specializing in design and launch activities
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
Learning & Development Specialist
Emirates Airlines
02.2010 - 07.2014
- Managed business relationship with business managers and provided them a experience to ensure that their desired business results are supported with effective learning solution
- Designing and applying appropriate project management standards for incorporation in the Terminal 3 Concourse A opening
- Delivered induction and advance training program to Emirates Airport Services staff ranging from Supervisory to functional level
- Successfully handled and participated in various projects as a Project Manager and also as a Project team member
- Coordinated with subject matter experts
- Manage or participate in business and Learning & Development projects.
In-flight Attendant / Purser
QATAR AIRWAYS | DELTA AIRLINES | JET AIRWAYS
03.2005 - 01.2009
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Resolved passenger conflicts and medical emergencies during flights.
- Assessed individual skills of team and delegated daily tasks based on strengths.
- Assisted service members with completing forms to keep battalion paperwork accurate and current.
- Assessed and responsively adjusted to dynamic field conditions to provide personnel with clear and strategic leadership.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
Bachelor of Arts - Industrial Psychology, Sociology & English
Christ University
Bengaluru, Karnataka01.2005
12th Grade - undefined
Bangalore University
Bengaluru, Karnataka01.2002
10th Grade - undefined
St Francis Xavier Girls High School
Bengaluru, Karnataka01.2000
Skills
- Learning & Development
- Hospitality Training
- Behavioral Training
- Succession Planning
- Customer service
- Project Management
- HR Analytics
- Airport Operations
- Training delivery
- Stakeholder Management
- Customer Centricity
- Learning Management Systems
- Organizational Development
- Hospitality Services
Languages
Tamil
Malayalam
Kannada
Hindi
English
Certification
- Certified Future Learning & Development Program, KPMG India - 2024
- Certified Emotional Intelligence Trainer, SIX Seconds - USA - 2017
- Licensed Customer Service Training Professional - 2014
- Kirkpatrick's Levels of Training Evaluation - 2012
- ADDIE Model Training - 2011
Timeline
Manager Learning & Development
Bengaluru Airport Services Limited – Subsidiary of BIAL
02.2023 - 02.2024
Manager Learning & Development
Plaza Premium Group – Care by BLR - BIAL
09.2021 - 01.2023
Manager Customer Service & Operations
Air India SATS Airport Services Private Limited.
09.2018 - 12.2019
Regional Training Specialist
LANDMARK GROUP
09.2017 - 03.2018
Learning & Development Specialist
EMAAR PROPERTIES PJSC
11.2014 - 11.2015
Learning & Development Specialist
Emirates Airlines
02.2010 - 07.2014
In-flight Attendant / Purser
QATAR AIRWAYS | DELTA AIRLINES | JET AIRWAYS
03.2005 - 01.2009
Bachelor of Arts - Industrial Psychology, Sociology & English
Christ University
12th Grade - undefined
Bangalore University
10th Grade - undefined
St Francis Xavier Girls High School
- Certified Future Learning & Development Program, KPMG India - 2024
- Certified Emotional Intelligence Trainer, SIX Seconds - USA - 2017
- Licensed Customer Service Training Professional - 2014
- Kirkpatrick's Levels of Training Evaluation - 2012
- ADDIE Model Training - 2011
Hometown
Bengaluru – Karnataka
Personal Information
- Date of Birth: 06/13/83
- Gender: Female
- Marital Status: Single
Hometown
Bengaluru – Karnataka
Personal Information
- Date of Birth: 06/13/83
- Gender: Female
- Marital Status: Single
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