Guest Experience Training Facilitator

Financial Job Dimensions

Degree of supervision

The job holder operates with periodic supervision and structured alignment reviews.

Level of Authority

The job holder exercises shared decision-making authority with relevant internal stakeholders in line with approved governance and policies.

Purpose of the Job

The 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: Description

• Curriculum 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 assessments
• Digital 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 Indicators

• Learner’s satisfaction & On-Time completion rate 
• Learner’s satisfaction, On-Time completion rate & facilities utilization. 
• On-Time Completion rate
• On-Time processing and reporting & reporting accuracy. 
• Timely resolution of issues
• # of Visits annually
• On-Time Completion rate & Deliverables quality 

Major Activities

1. Design, update, enhance and maintain guest experience training curricula for Service, Parts, and Sales roles in alignment with business and OEM standards.
2. Customize training content and learning pathways based on Training Needs Analysis (TNA) and operational performance gaps.
3. Plan and deliver high-impact classroom, workshop, and blended training programs, including TMC-certified courses.
4. Facilitate engaging learning experiences using adult learning methodologies, simulations, and practical case applications.
5. Manage the end-to-end certification process for Service Advisors (TSA) and Parts Advisors (PARTS 21), including assessments and results reporting.
6. Oversee Service Advisor learning journeys on the TEAM GP platform, ensuring accurate registration, tracking, and completion reporting.
7. Coordinate with Toyota Certification Management Center (CMC) via the Oasis system to ensure alignment with global certification standards.
8. Conduct regular Gemba visits to service and retail locations to evaluate training effectiveness and identify capability gaps.
9. Translate Gemba insights, learner feedback, and performance data into continuous improvements in training content and delivery.
10. Contribute to short- and medium-term training roadmaps to support a sustainable pipeline of qualified frontline talent

Job Context

The Guest Experience Training Senior Facilitator is a subject-matter expert responsible for designing, delivering, and governing high-quality training and certification programs for Service, Parts, and Sales frontline roles. The role translates business needs, OEM standards, and TNA outcomes into practical learning interventions that enhance customer experience and operational performance. Working closely with Toyota Motor Corporation, digital learning teams, and business stakeholders, the role ensures training quality, certification compliance, and continuous improvement through on-the-job (Gemba) engagement.

Framework, Boundaries & Decision Making Authority

The role operates within HITCL academic governance, OEM (Toyota) certification standards, and approved learning frameworks. It has authority to design and deliver training, administer assessments, and recommend improvements, while adhering to defined policies, budgets, and digital platform governance. Final approval of academic standards, certifications, budgets, and 3 system changes remains with the relevant governance and leadership functions. 

Organizational / Functional Strategic Focus

Enable consistent, high-quality guest experience capabilities across Service, Parts, and Sales by translating business priorities and OEM standards into impactful training and certification outcomes. Strengthen frontline performance and customer experience through practical learning, certification integrity, and continuous improvement.

Minimum Qualifications

Bachelor’s degree in engineering, Automotive Technology, or related fields

Minimum Experience

5 - 7 years of experience in service management and frontline roles, ideally within the automotive or after-sales sector

Job-Specific Skills

• Facilitation & Leadership: Proven ability to lead large groups and influence behavioral change.
• Technical Knowledge: Deep understanding of After-sales operations (Service & Parts) and sales
• Analytical Thinking: Ability to conduct TNA and measure ROI on training programs.
• Communication: Fluent in English and Arabic with exceptional presentation and interpersonal skills. •
• Resilience: High stress tolerance and the ability to solve complex problems in a fast-paced environment 

Languages

Professional fluency in both English and Arabic

Special Certifications / Membership

Certified Service Advisor, OEM-certified programs, or Certified Facilitator (preferred)

Competencies