Manager, Training

SATS Ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

SATS Ltd. is seeking a Learning & Development professional to design, develop and deliver comprehensive training programs across security services, ensuring regulatory compliance and a culture of service excellence.

Lead needs analyses, quality governance, and collaboration with operations to embed practical customer service behaviours in all training content.

Qualifications

• Bachelor's degree or higher in a related field.
• Minimum 5 years in corporate training or adult education.
• Experience designing, delivering and evaluating training programs.

Responsibilities

• Design, develop, and maintain training content aligned with regulatory standards.
• Deliver training across classroom, online, and OJT formats.
• Conduct training needs analyses with managers to identify gaps.
• Ensure customer service principles are embedded in curricula and SOPs.
• Govern training quality with LMS records, audits, and KPI tracking.
• Coordinate with internal and external providers for diverse needs.

Skills

Adult education

Corporate training

Customer service programs

LMS

Security/Service operations

MS Office

Education

Bachelor's degree

Tools

Microsoft Office

LMS platforms

Job description

Company description:

About Us

Headquartered in Singapore, SATS Ltd. is one of the world's largest providers of air cargo handling services and Asia's leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 215 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

Why Join Us

At SATS, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at SATS.

Job description:

About Us

Headquartered in Singapore, SATS Ltd. is one of the world's largest providers of air cargo handling services and Asia's leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 225 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

Why Join Us

At SATS, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at SATS.

Key Responsibilities

To lead the design, development, delivery, and compliance of training programs across SATS Security Services, ensuring the workforce is equipped with the necessary knowledge, skills, and competencies to meet both operational and regulatory standards. The role plays a critical part in workforce capability development, regulatory compliance, and the promotion of a strong learning culture across the organization.

Curriculum Design and Development

• Design, develop, and maintain training content tailored to job functions, operational requirements, and regulatory standards.
• Ensure course content is current, engaging, and effectively supports skill acquisition and role proficiency.
• Collaborate with subject matter experts and operational leaders to validate learning materials.
• Embed customer service delivery principles into core training curricula, ensuring service excellence is built into technical and operational learning content rather than treated as a standalone topic.

Training Delivery and Coordination

• Plan, coordinate, and deliver training through classroom, online, and on-the-job (OJT) formats.
• Manage training schedules, resources, and logistics to ensure effective implementation across multiple shifts and locations.
• Liaise with internal trainers and external providers to support diverse training needs.
• Deliver dedicated customer service training and reinforce service behaviors during OJT and refresher sessions.

Training Needs Analysis

• Conduct regular training needs analyses in consultation with line managers and department heads.
• Review job taskings, workforce competency levels, and gap assessments to determine areas requiring training intervention.
• Align training needs with organizational goals and compliance obligations.
• Identify gaps in customer service delivery capabilities across teams and incorporate findings into training priorities.

Customer Service Delivery

• Ensure customer service standards are consistently applied across all training programs and SOPs.
• Work with operations teams to build practical service behaviours into procedures and daily practices.
• Regularly review and update SOPs to reflect current service expectations.
• Promote a strong service culture, helping staff understand how their role impacts the customer experience.

Training Governance and Quality Assurance

• Maintain accurate and up-to-date training records in the Learning Management System (LMS).
• Establish governance mechanisms to ensure the quality, relevance, and consistency of all training initiatives.
• Support audit readiness and contribute to corrective action responses arising from training-related findings.
• Monitor service quality indicators (e.g., customer feedback, complaints, CSAT) to assess the effectiveness of service-related training and identify areas for improvement.

Compliance and Regulatory Training

• Ensure training programs meet applicable regulatory requirements, including those set by national aviation authorities and other compliance bodies.
• Track and monitor completion of mandatory and refresher training programs, addressing any gaps promptly.
• Update training materials in line with changes to legislation, regulations, or internal policies.

Key Requirements

• Bachelor's degree in any discipline.
• WSQ Workplace Learning Facilitator or equivalent certification.
• WSQ DACE / DDDLP for course development.
• At least 5 years of experience in adult education or corporate training.
• At least 2 years of experience in customer service program development.
• Understanding of compliance requirements and training-related KPIs.
• Strong domain knowledge in security and service operations, especially in aviation or policing sectors.
• Proficient in Microsoft Office applications and Learning Management Systems (LMS).