Customer Service - Learning & Development

Ajaib; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A financial technology company in Jakarta is seeking a Learning & Development Manager to lead the CS Learning & Development Team. The role includes optimizing the Knowledge Management System, designing training modules, and ensuring cross-functional collaboration to improve service quality. The ideal candidate will hold a Bachelor's degree and have a strong grasp of the Learning & Development Framework, with experience preferred in the financial industry.

Qualifications

• Minimum a Bachelor Degree from any majors.
• Experienced in developing SOP and training modules.
• Fluent in English both written and verbal, minimum medium level.

Responsibilities

• Develop the CS Learning & Development Team.
• Optimize Knowledge Management System to support service quality.
• Design, plan and monitor training modules to improve service.

Skills

Strong understanding of Learning & Development Framework

Fluent in English (both written and verbal)

Dynamic and agile with a positive attitude

Experience in investment and financial technology

Ability to work with cross-functional teams

Education

Bachelor's degree

Job description

Responsibilities

• Develop the CS Learning & Development Team
• Ensure all source of knowledges are available with good quality
• Optimize Knowledge Management System (KMS) to support great quality service
• Ensure all Standard Operating Procedures (SOPs) are in place
• Design, plan and monitor training module and activity to improve service quality
• Cross functional collaboration to ensure CS readiness related to new feature, product or services (Product Team, Ops, etc)
• Monitor and evaluate the L&D team performance
• Provide comprehensive reports to the Performance Management Manager with determined periods

Qualifications

• Minimum a Bachelor Degree from any majors
• Strong understanding of end-to-end Learning & Development Framework
• Experienced in investment, financial technology, and banking industry is a plus
• Experienced in develop SOP, Training and Knowledge Management System Optimization
• Strong sense of quality and process improvement
• Fluent in english both written and verbal (min. medium level)
• Dynamic, agile and full-energy person, along with good can do attitude
• Able to works with cross-functional collaboration