A. Quality Management 1. Conduct continuous review on training curriculum, assessments and methodologies for new and existing employees 2. Review and update Training SOPs 3. Administer certification to ensure quality and readiness of trainees 4. Work with Team Managers, Line Managers and Process Team to improve performance. Take charge of administration of Monthly Self-Improvement Quiz - Obtain relevant questions & feedback from our Process team - Upload questions and results and Process team to broadcast - Update non-completion status to Head of Department, Line Managers and Team Managers 5. Design learning materials and aids to facilitate new and existing trainings. 6. Conduct and ensure timely completion of training program 7. Conduct cross trainings to ensure CSEs continuously meet department standards 8. Design & administer new recruits' assessment report and certification to ensure quality and readiness of trainees 9. Track department training records 10. Update the list of Training Needs Analysis (TNA) training modules
B. People Management 1. Oversee discipline and management of trainees during training 2. Assume role of a Graduation Bay Manager to new recruits to help them assimilate to new environment 3. Manage trainees' attrition rate during training 4. Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank
C. Process Management 1. Highlight outdated or inconsistent information on Knowledge Management and share any improvement idea with Process Team
Qualifications Qualifications - External A. Experience: 1. Degree with a minimum of 2 years of Contact Centre experience as a Customer Service Executive with a proven track record 2. Banking experience is preferred
B. Knowledge & Skills: 1. Familiar with Contact Centre operating systems and knowledge of browsers/Internet Banking 2. Strong training and delivery skills 3. Strong interpersonal, communication and listening skills 4. Ability to present and impart knowledge and skills. 5. Good planning and organisation skills 6. Self-motivated individual who is able to work in a fast-paced and demanding environment 7. Customer service oriented 8. Good analytical skills, able to analyse data, identify trends and reporting results 9. Display core values in all interactions with staff *LI-CL
