DFS Group

Senior Manager, Service Development (Global L&D)

DFS Group
Full Time
Central
Non-specified
Junior (less than 3 years)
Bachelor
English

Job Description

Senior Manager, Service Development (Global L&D)

Location: PRC - Hong Kong-Hong Kong-Corporate Office (Chinachem)-77 Mody Road, 7/F Chinachem Golden Plaza, Tsimshatsui East, Hong Kong

Position Title: Senior Manager, Service Development

Reports to: Director, Global Learning & Talent Development

Location: Hong Kong

Department: Global Learning and Talent Development

 

DFS Group has a vision to be “the world traveler’s preferred destination for luxury shopping.”  DFS University was established to create a collaborative learning culture that equips the people of DFS with the skills and capabilities to deliver the luxury retail experience for the world traveler.

 

The Senior Manager of Service Development reports to the Director of Global Learning and Development.  Also reporting to the Director Global Learning and Development will be the Senior Managers of Talent Development and Leadership Development.  The Senior Manager, as part of the L&D leadership team works together to continuously challenge, improve, and refine the impact of L&D related management and program delivery throughout the organization.  Through garnering the support of the broader senior executive team, the Director Global Learning and Development and the various Senior Managers shape the creation, evolution, management and execution of L&D related strategies around the globe to support talent development and the achievement of strategic business goals. 

 

The Senior Manager of Service Development specifically focuses on the delivery of a seamless shopping experience across categories and brands.  In cooperation with the Director of Global Learning and Development, the Senior Manager helps identify succession needs, development roles, educational experiences and activities designed to assess or accelerate professional development within the organization. The role will manage a portfolio of programs and services for the organization and expand those services, as appropriate to meet the growth needs of the organization.  The School of Beauty and Fragrance, School of Fashion, School of Watches, and School of Wine & Spirits belongs to this portfolio, as well as the future creation of any other product focused schools. 

 

Success will be achieved by cultivating a broad network throughout the organization and with key external partners and consultants.  The Senior Manager’s ability to connect with all levels of leadership, and identify, assess and prioritize short and long-term professional development needs is essential. 

Essential to the achievement of this vision is the ongoing needs assessment, formulation, and execution of effective learning and development strategies to develop the talent necessary to succeed in line with the company’s core values and corporate community related responsibilities. 

 

Essential Job Duties and Responsibilities:

 

Leading and Managing the Delivery of The Center For Service Development’s Portfolio of Services and Programs

The Center for Service Development is a corporate function responsible for developing the organizations service schools that focus on product knowledge and the customer experience.   The successful candidate will design, build, and implement development initiatives focused on our four pillars, project manage small and large scale schools and programs, including vendor and instructor management, evaluation strategies, materials development, logistics, and facilitation of train-the-trainer sessions.  He/she will also identify, assess, and advise on individual and organization-level development needs and collaborate with internal teams to create tools and resources to support development initiatives.

 

The Senior Manager will be responsible for managing any formal assessment activities including the selection and validation of certification, maintenance of confidential records, coaching and debriefing of key findings, selection of subject matter experts and program facilitators and faculty, as appropriate. He/she will also be responsible for the effective marketing, coordination and measurement of all programs under his/her responsibility.  The Senior Manager will also be responsible for managing project consulting assignments as directed by the VP of Global Learning and Development.

 

Team & Service Management

The Senior Manager is responsible for positively influencing and supporting all management levels in the organization and serving as a role model for employee standards for behavior and performance. The Senior Manager will be also be responsible for managing content development teams, subject matter experts and program facilitators and faculty, as appropriate, and for any direct reports as may be hired to staff key programs on a full or part time basis.

 

External Networking

The Senior Manager will participate in local employee activities, corporate charity initiatives, and local community and/or government activities to demonstrate DFS’ commitment to the local community in both business and social senses. In all such activities, they will actively promote the DFS brand and a strong positive professional image at all times.

General

 

The Senior Manager is responsible for a range of activities as a member of the senior DFS Global Learning and Development Leadership team. The Senior Manager should be able to effectively communicate overall company objectives and how the department’s goals and strategies support achievement of those objectives.  The same behavior should be reflected in managing the Center for Service Development’s team goals and objectives to insure that they remain aligned with the overall DFS University standards. 

 

Additional Responsibilities 

• Create and promote a positive work and industrial relations environment in line with DFS values, employee related policies and practices and local environment considerations. 

• Actively and positively influence staff retention, staff development and job satisfaction levels.

• Provide effective team leadership through open communication, training, coaching and active encouragement of indirect reports and the team to meet or exceed business KPI targets, while role modeling desired behaviors.   

• Partner with Director Global L&D to ensure a succession plan for the L&D team is in place and actively progressing as appropriate. 

• Take corrective action to improve unsatisfactory performance, in consultation with Director Global L&D and appropriate line Management, adhering to local HR requirements. 

• Consistently coach staff with a focus on enhancing their effectiveness and productivity, while also building their knowledge and understanding of the overall business. 

• Prepare and deliver performance appraisals for team members (when and as appropriate), providing relevant and specific feedback. 

• In collaboration with Director Global L&D identify, implement, and monitor outcomes from individual and team L&D initiatives delivered.  Provide feedback on execution to relevant team manager.

• Participate in recruitment and selection of the Global L&D team.  Ensure recruitment interviews are conducted in a professional and efficient manner, ensuring adherence to DFS related policies and practices, in addition to local legislation.

• Ensure that the workplace is safe, with the premises and behaviors of employees not imposing risks to the health and safety of any person.  

• Ensure systems or procedures are in place for risks to be identified and reported by any staff member, appropriately and promptly assessed, and to be actively addressed noting compliance with any relevant local legislation. Raise matters of concern or exposure to Director Global  L&D.

• Complete internal reports and participate in various initiatives as/when required.

• Communicate with appropriate internal contacts including your Director Global L&D, the broader Global HR team, SEC members, Managing Directors, Operations & Control Senior Managers, Merchandising, Marketing, and IT teams on relevant project and L&D related issues.

• Represent self and DFS Global Learning and Development professionally in all venues and situations.

• Manage team compliance with all company policies and procedures, Customs regulations and relevant trading laws, raising any concerns or issues to Director Global L&D.

• Perform any other duties as requested in a diligent and conscientious manner.

  

Other Job Functions or Accountabilities

• Knowledge and experience in multi-cultural environments and with multi-regional employee bases - a definite advantage.

• Proven team management skills leading, motivating, managing assigned team members to effectively deliver predetermined learning goals and objectives.

• Must have strong interpersonal skills.  Able to effectively operate in a culturally diverse environment and across a variety of position levels with astuteness and sensitivity. 

• Project management skills.  An ability to define processes necessary to get things done, knows how to organize people and activities, and can identify opportunities for synergy and integration.

• Organizational agility to get things done both through formal channels and informal networks.  An ability to orchestrate multiple activities at once to accomplish a goal.

• Multidimensional leadership ability.  Able to lead a team in both remote and direct contact situations.

• Must have high degree of integrity and confidentiality with a keen sense of business acumen.

• Able to work under stringent deadlines and high pressure and be able to prioritize a heavy workload with multiple deadlines.  Ability to work independently and on weekends and outside of regular office hours, if/as required.

• Ability to maintain a professional demeanor, working gracefully with others even when under pressure

• Strong analytical and problem solving skills; ability to work with complex issues and use logic and methods to solve difficult problems with effective solutions.

• Fluent English communication skills, both oral and written, are essential.  Comfort in delivering to senior management at all levels of the organization.

• Able to make sound decisions with relevant facts at hand.  Does not shy away from advocacy or conflict.

 

Knowledge, Skills and Abilities Required

• University or College Degree in Business, Human Resource Management, Organizational Development, Psychology, Education, etc., or equivalent.

• Work Experience 10+ years, including leadership development or executive education activities or a professional services firm  specializing in leadership development, plus certification in one or more assessment methodologies. Service industry leadership development experience would be a plus. 

• Proficiency in MS Microsoft computer applications (Excel, Word, PowerPoint) and email skills required

  

Critical Skills 

• A strong knowledge of product and retail knowledge, and experience in multi-cultural environments and with multi-regional employee bases - a definite advantage.

• Proven team management skills leading, motivating, managing assigned team members to effectively deliver predetermined learning goals and objectives.

• Must have strong interpersonal skills.  Able to effectively operate in a culturally diverse environment and across a variety of position levels with astuteness and sensitivity. 

• Project management skills.  An ability to define processes necessary to get things done, knows how to organize people and activities, and can identify opportunities for synergy and integration.

• Organizational agility to get things done both through formal channels and informal networks.  An ability to orchestrate multiple activities at once to accomplish a goal.

• Multidimensional leadership ability.  Able to lead a team in both remote and direct contact situations.

• Must have high degree of integrity and confidentiality with a keen sense of business acumen.

• Able to work under stringent deadlines and high pressure and be able to prioritize a heavy workload with multiple deadlines. 

• Ability to work independently and on weekends and outside of regular office hours, if/as required.

• Ability to maintain a professional demeanor, working gracefully with others even when under pressure

• Strong analytical and problem solving skills; ability to work with complex issues and use logic and methods to solve difficult problems with effective solutions.

• Fluent English communication skills, both oral and written, are essential. 

• Comfort in delivering to senior management at all levels of the organization.

• Able to make sound decisions with relevant facts at hand.  Does not shy away from advocacy or conflict.

 

Other Qualifications

• Ability to multi-task and manage time well.  Thrives on working in a fast-paced, complex environment.

• Organizational agility to get things done both through formal channels and informal networks.  An ability to orchestrate multiple activities at once to accomplish a goal.

• Ability to be at ease being the owner of a project without having formal authority over the project team.

• Must have strong interpersonal skills.  Able to effectively operate in a culturally diverse environment and across a variety of position levels with astuteness and sensitivity. 

• Must have high degree of integrity and confidentiality.

• Accuracy and attention to detail.

• Able to work under stringent deadlines and high pressure and be able to prioritize a heavy workload with multiple deadlines. 

• Ability to maintain a professional demeanor, working gracefully with others even when under pressure.

• Strong analytical and problem solving skills; ability to work with complex issues and use lo

Qualification


Technical Skills

  • Health and Safety
  • Marketing
  • Merchandising
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Organisational Development
  • Project Management
  • Succession Planning
  • Team Management
  • Training