Officer, Training Facilitator

300005 Chief Executive's Office_00002555; Indonesia; On-site; IDR 500.417.000 - 667.223.000; Full time

Job summary

A leading financial institution in Indonesia is seeking an Officer, Training Facilitator to manage and conduct training for customers service offices. This role involves working with support teams to ensure new hires have correct access and conducting refresher trainings for call centre staff. Candidates should possess strong time management, problem solving skills and have a degree with at least one year of experience in a Contact Centre or client service environment. This position offers an exciting opportunity to develop high-performing teams and improve service quality.

Qualifications

• Good time management and prioritization skills.
• Problem solving and decision making skills.
• Ability to focus on details and validation of information.

Responsibilities

• Manage and conduct training in product knowledge and processes.
• Work with support teams to ensure access for new hires.
• Conduct routine refresher trainings for call centre staff.

Skills

Time management

Problem solving

Attention to detail

Education

Degree holder

Job description

Job Description - Officer, Training Facilitator (WD72173)

Job Description

Business Function

DBSI T&O is the backbone that supports the bank as the central of operations and technology. With the spirit of OneTeam and PRIDE! Value, we serve Institutional Banking Operations and Consumer Banking Operations, manage Customer Centre and IT, provide Group Procurement and Corporate Real Estate, coordinate bank-wide Business Continuity Management program and framework, and deliver service quality for Digibank and IBG/GTS. Our Technology & Operations organization is a vital strategic partner to the business in providing competitive advantage that propels DBSI towards being the Best Bank for a Better World (#B3W).

Responsibilities

• To manage and conduct appropriate training in areas of product knowledge, system and processes, are conducted to equip Customer Service office based on role / correct skill setting to give excellent service to customers.
• To work with other support teams and ensure correct system/ application accesses are granted to new hires.
• To coordinate with Call Centre Operation & other unit in CCTR for any refreshment training needed as part of improvement process.
• To conduct routine refreshment trainings and ensure most up-to-date product/system / process knowledge for call centre staff.
• Manage training materials to stay up to date on the content and procedures.
• Prepare report of feedback, attendees list & other result from all training deliverables.
• To ensure escalation is performed immediately for any issue found.
• To adhere to professional standards of behaviour & conduct in dealing with other staff & customers.

People Development & Engagement

• Mentor, coach and develop new hired (under training) for progression and encourage continued learning opportunities.
• Motivate and enable high performing and customer-centric teams.
• Establish a positive work environment.

Improvements & Innovation

• To support improvement initiative, be the voice of customer and constantly provide value added feedback to support business operations for service and product improvement.
• To proactively identify opportunities and process improvement to improve the Customer Centre.

Requirements

• Good time management and prioritization skills
• Problem solving and decision making skills
• Ability to focus on details and validation of information
• Degree holder
• At least 1 year of experience in a Contact Centre environment or other client service related occupation