YUSUF ALI

Managed a team of 13 Leadership Trainers and 02 Senior Trainers, responsible for all aspects of leadership (CS/CSD) and soft skills training including curriculum development, lesson planning, formative/summative assessment strategies, course logistics, digitalization, and the evaluation of the training programs. I reported to Senior Vice President Cabin Services Training

Key Responsibilities

· Trained more than 15000 + crew and leaders on Leadership, Emotional Intelligence and Cultural intelligence

· Designed, Delivered, and implemented Leadership, Emotional Intelligence, Cultural Intelligence, Customer Experience, Service Recovery, and many more programs

· Consistently updated learning tools with innovative learning methods to increase engagement

· Managed and coached a team towards delivering a comprehensive, Five Star leadership program.

· Maintained up-to-date/current information (e.g. service exams and activities) to assess candidate readiness to be promoted to the premium cabin and/or leadership roles.

· Ensured that all assessment strategies adhere to international best practices/principles of assessment including appropriateness, fairness, validity, currency, sufficiency, authenticity, transparency, and reliability.

· Acted as lead/in charge of the Emotional Intelligence and Cultural Intelligence training programs at Cabin Services; by working collaboratively with Six Seconds Network and the Cultural Intelligence Centre, to bring about positive behavioural change within Cabin Services

· Initiated the project for Qatar Airways to be a preferred partner of the Six Seconds Network

· Designed and delivered the EQ/CQ courses for leadership training and Cabin Services Training Team.

· Designed and delivered a 3-day ‘Train the Trainer’ program on techniques for embedding emotional intelligence into training curriculum and practice based on social-emotional learning theory which was later embedded in our CSD/CS promotional courses.

· Introduced micro-learning concept where I managed to create 17 short videos on leader’s brief, flight briefing, de-briefing, inflight mini briefings, flight closure briefing, outstation briefing conflicts resolution, conflict resolution among supervisors, performance feedback, inflight assessment discussion, service recovery video, A380, A350, A320, B777, B787 IFE, FAP, NFC and WiFi videos. These videos were and are still a huge success among our current and future leaders. They were uploaded to all QR learning platforms and accessible to all crew in Iprism, Mypath, and On-board IPads. Learning on the go is accessible anywhere anytime.

· Restructuring the crew learning platform Iprism under cabin services where I uploaded all leadership-related training material and tools for all crew to help with learning and developing their leadership skills.

· Designed and completed in conjunction with the L&D team the following E-learning courses; IFE E-learning, Ipad Qruise E-learning and Business writing.

· Created and designed the CSD/CS handbook with all the operating processes and procedures for our on-board leaders.

· In conjunction with QR talent development team, managed to introduce Harvard spark and mentorship programs in our leadership refresher programs by creating pathways based on customer feedback areas where our on-board leaders needed development.

· Designed and implement stakeholders training within Cabin Services on the following; Performance feedback, business writing, conflict resolution, EQ, and CQ to ensure standardization across cabin services.

· Designed and implemented along with cabin services training team the new on-board HIA top of decent video currently screened on all flights arriving in Doha.

· Designed and implemented the new Leadership A-bridge Course 6-day program for our returning on-board leaders due to long absence due to border closure due to covid19.

· Temporarily suspended the CQ contract for 1 year due to a drop in training because of Covid19 which resulted in USD23000 saving as part of our cost-saving initiative in Cabin Services.

· As part of our Digitalisation initiative in Cabin Services Training, introduced 100 training IPads for our leadership programs which were implemented and we were able to eliminate most of the training materials and introduce real-time technical training for our on-board leaders.

· Introduced Kahoot into our training IPads for our daily revisions.

· Digitalised all leadership pre-course workbooks into e-docs and uploaded them to the MyPath platform which is accessible to all crew for their training preparation.

· Designed and implement the following checklist for our on-board leaders; leaders brief, flight briefing, de-briefing, mini-briefing, flight closure briefing, outstation briefing, performance feedback, conflict resolution, decision making, business writing, CSD/CS checklist, EQ and CQ.

· Designed and implemented the new trainer assessment to align with cabin inflight assessment.

· Designed and trained a 3-day comprehensive Cabin Services Operations for China Southern Airlines Management Team of 35 executives in 2 batches in Doha as part of our partnership.

· Designed and trained 480 cabin crew of Air Italy on leadership and premium and economy services 6-day program for 2 months in Milan as part of our partnership.

· In conjunction with the talent development team, managed to introduce a blended learning approach to the Cabin Service Training Team with the introduction of VILT (Virtual Instructor Learning Training) for distance learning due to Covid19 classroom training restrictions.

· In conjunction with the cabin services HR team, designed and trained the Nationalization program for our Qatari entrants on Emotional and cultural intelligence.

· Designed and trained the Performance Management team on the PM 360 Leadership program which consisted of situational leadership, coaching conversation, critical thinking, conflict management, performance management, emotional intelligence, and cultural intelligence modules.

· Introduction of our weekly Mini- training session for all our trainers as part of developing and mentoring our trainers to help them in their upskilling program to the leadership team.

· Introduced Brain Talent Profile program from Six Seconds into our CSD and CS leadership program to equip our leaders with the right tools to manage our crew on-board.

Managed a team of 52+ trainers, providing coaching as part of their ongoing development. Delivered five-star learning experiences for each course; coaching, mentoring, and guiding learners as and when required and completing the necessary Learner Monitoring and Support document. I reported to the Senior Vice President Cabin Services.

Key Responsibilities

· Assisted the Cabin Services Training Management and Senior Manager Cabin Services to identify relevant course aims, objectives, and curriculum

· Delivery of training programs that enable all learners to achieve the key competencies required in their positions (all courses at Cabin Services training).

· Team Leader for the F1 package (Premium Class which encompasses First & Business Class) and designed the F1 soft skills course refresher program.

· Co-facilitated courses with fellow trainers, ensuring the creation of a cohesive team by offering support to each other.

· Acted as a Subject Matter Expert with the L&D Manager for the redesigning of the F1 soft skills program. Brand ambassador for the Cabin Services training team.

Delivered the highest standard of training to Cabin Crew members through the professional delivery of both technical and interpersonal courses which enhanced the knowledge, skills, and attitude of our learners, operated flights as an additional crew member to assess and review service standards, providing feedback to CS Training/Management on areas for development.

· Key Responsibilities

• Ensured that courses were focused on the learners and were in tandem with adult learning methodology and international best practices

• Co-facilitated courses with colleagues, ensuring the creation of a cohesive team offering support to each other and delivering five-star learning experiences for each course.

• Coached, supported, and guided learners as and when required, completing the necessary Learner Monitoring and Support document.

• Acted as a brand ambassador for Cabin Services Training Team.

• Operated flights as an additional crew member to assess and review service standards, providing feedback to the CS Training/Management on areas for development.

About

The success and performance of your organization depend upon your employees being at the top of their game…What if everyone could increase our empathy to connect more deeply and build solid relationships...Strengthen abilities to make better decisions and make tomorrow better? What if everyone was practicing the skills of emotional intelligence?

I’m passionate about making a difference in people’s lives, with more than 20+ years’ background in Airlines and Learning & Development, I utilize emotional intelligence as a framework for unlocking performance through coaching, facilitation, and relationship-building strategies into actions that drive business results. I am passionate about working with people and helping individuals and organizations thrive.

• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
• Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
• Cross-trained existing employees to maximize team agility and performance.

To deliver and review all training programs for Cabin Crew across the Qatar Airways network. Contribute, promote and support the delivery of a professional Five Star Service of training that is “Honest and Loyal” and “Drives Excellence” in all aspects of the training process. Conducts and supports the induction, review, and appraising of the training process. Create strong business partnerships that fully integrate and align with the departmental goals, business deliverables, and a “Customer First” attitude that promotes “One Team” and takes “Pride in Qatar” and what we do as a business unit

Responsible for learning and development to help train new members and enhance the skills of existing employees. Ensuring the highest standards of personalized in-flight services are offered to customers through the professional design and delivery of cabin crew training courses

· Identifying course aims and objectives and delivering training programs that enable all trainees to achieve the competencies required of their positions. Conducting training needs analysis with existing cabin crew and developing training plans where required that fill any gaps between designated standards and existing performance.

· Managing recruitment through operations of an assessment center; conducting Induction Training for new hires every year; 500+ employees inducted yearly.

· Conducting Leadership Skill Training for 1000+ supervisors in the last year; also responsible for coaching and mentoring them. Developed instructor policy manual for the department and developing content for e-learning. Implementing current and latest training methods in the industry and exploring ways to improve or change current training programs.

· Conducting check flights and providing feedback to the training department on the observations and recommending relevant suggestions on the same. Assisted in developing a ‘Pre Course Workbook’ which would double up as a ‘Learner Guide’ during the training program. Formulating Levels 1, 2, and 3 of the complete training program, including developing the ‘Trainer Guide’. Gaining the buy-in and approval of the various stakeholders to approve the training package

· Develop and keep updated classroom training programs for required subjects.

· Review and revise training content of all training with any changes in procedures

· Review feedback from training programs delivered so that potential areas requiring address are recognized and changes made accordingly.

· Write assessments for all trainees and ensure that only qualified

· Coach, develop and provide feedback to Instructors on performance to form part of the appraisal management system. Provide constructive feedback to the managers and counseling for trainees where required on matters related to their ability to meet standards and instructional objectives.

· Liaise with all relevant line departments within the airline to ensure that appropriate training needs/requirements are highlighted/established and related documentation, policies, and procedures are implemented as required.

· Deliver classroom training programs and coaching for all grades of staff as required by Qatar Airways.

· Maintains rates of competency of students of at least 90% of a total number of students directly trained (demonstrates the effectiveness of training).

· At least 80% of student feedback results for relevant programs delivered fall within the 2 upper categories of student satisfaction.

· Provide feedback, coaching, and write course progress reports on trainees' performance.

· Feedback is delivered to trainees at a weekly review meeting and ensure steps of necessary actions are taken and ensure all steps of actions are discussed with reporting lines.

· Written progress reports must be completed at the end of each course undertaken.

· Assess, evaluate and certify trainees on courses conducted both in-house and by external outsourced trainers. This also includes coaching and reassessing were required for trainees who have failed to meet the required standard:

· completion of assessments within the following working week.

· this process should ideally take up to 15% of the total available trainer time.

· To provide a consultancy role for Qatar Airways employees across the organization, and other training units for conducting special projects and research initiatives as required. This should be in roles related to the development of staff and business requirements.

· Operate flights as a part of the Crew Compliment to provide reports and assess online Cabin Crew in terms of Cabin Service training knowledge and practical application of information provided through it.

· Undergo training which includes SEP and First Aid Training to maintain/receive a license to fly as a Cabin Crew from QCAA, Annual refresher Safety, and Emergency and First Aid training is a mandatory part of maintaining the Cabin Crew license and may also be required to attend additional Cabin Crew training from time to time to further enhance skills on board.

· Provide a positive and continuous contribution to the development and implementation of the cabin crew business plan

· Continuously improve the performance and competitiveness of the cabin crew team and the service they provide to customers through leadership and management of cabin crew

· Provide 5-Star customer service and effective leadership, support, facilitation, and management to achieve high standards.

· Identifying and satisfactorily resolving customer problems and complaints on the spot and following up where required.

· Contributing to the development of onboard service policy.

· Contributing to improve on-time departure performance by liaison with airport ground services.

· Mentoring, coaching, and leading cabin crew to ensure peak levels of customer service.

· Conduct performance assessments and feedback sessions with the crew on board.

· Supervise and train new cabin crew to carry out duties in accordance with standard operating procedures.

· Provide voyage and incident reports for company record and reference.

· Reporting officer and overall-in-charge for all operating cabin crew.

· Responsible for overseeing and participating in all in-flight customer service on board, with particular focus on First and Business class cabins.

· Overall in charge of safety and in-flight service for all cabin crew and passengers on international flights.

· Liaise with ground handling, customer service department, flight crew, and catering to maintain a timely pace of operations.

· Qualify and enroll customers in the Frequent Flyer program.

· Retain the valued Frequent Flyer Customers.

· Generate sales with inflight duty-free products.