Job Description

Purpose of this Role

The role holder will be responsible to deliver functional operations training and acclimatize new hires in the Customer Care Group / touch points (MCN & Value Chain), to the business. Provide product and technical skill update as at when due.

Key Accountabilities

Delivery of Training, Coaching and Facilitation - Staff

• Conduct training needs analysis

• Complete training for MCN Staff trained on touch point handling skills and other soft skills (100% experiential learning).

• Conduct Refresher training for existing staff.

• Training Feedback Mechanism (80% validity).

• Design, copile and update training material.

• Compile and manage training administration and schedule

• Development of training documentation for departments:  Sign off all Operations Manual

Training Manual

• Design, compile and update training material

• Compile and manage training administration and schedule

• Development of training documentation for departments:  Sign off all Operations Manual

• Design and implement a training feedback process to measure validity of training done

• Review and update all operational and technical training manual for all business units based on new products and processes

• Create operational training document for departments that currently do not have

Training Impact

• Periodically evaluate ongoing programs to ensure that they reflect any changes

• Evaluate and assess trainings conducted

• Compile training reports and share with relevant stakeholders

• Maintain database of all training evaluation documents

E-Learning Usage / Uptake

• Ensure at least 80% uptake and utilization of e Learning platform

• Support learners to embrace different ways of learning and leverage on technology

• Utilization of virtual classroom tool

Job Requirements

Qualifications  & Experience 

• Bachelor’s Degree

• 3-5 years experience in a training facilitation role.

• Detailed commercial and financial acumen, balanced with creative flair.

• Business Intelligence experience.

• Customer Relationship Management.

• Campaign management experience.

• Strong budget management experience

Functional Competencies

• The incumbent is required to have the following functional competencies

• Sound business operations knowledge

• Product and service knowledge

• Business processes

• Customer Care Knowledge

• Group and individual psychology knowledge

• Computer knowledge

• Market / Customer knowledge

• Team behavior understanding

• Organizational and industry understanding

• Theory of learning

• Learning methodologies and trends

Behavioral Competencies

• Flexibility

• Quality driven

• Drive and energy

• Patience

• Team player

• Problem solving and analysis

How to Apply

Interested candidates are invited to send their CV through THIS LINK.

Only shortlisted candidates will be contacted.