Trainer

Maybank; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A major financial institution in Singapore seeks a Training Manager to develop training methods and ensure quality standards within customer service. The ideal candidate will have 3-5 years of relevant experience with a degree or diploma and strong communication skills. This role involves collaborating with line managers, providing training, and developing dashboards for stakeholders.

Qualifications

• 3-5 years of relevant experience, with 2 years in a managerial position.
• Certification in Learning/Training preferred.
• Experience with Service Quality/Quality Assurance.

Responsibilities

• Develop training methods and identify training needs.
• Review segments and ensure operational information is sufficient.
• Participate in all Bank’s customer satisfaction surveys.
• Provide training for new and existing staff.

Skills

Good Communication

Interpersonal skills

Problem Solving

Analytical Skills

Organizational Ability

Critical Thinking

Education

Degree or Diploma

Job description

Responsibilities:

• Develop training methods through the identification of training needs and provide training solutions to Contact Centre and Business segments which includes the review of contact centre and relevant units for calls/emails between bank and staff for quality assurance standards and remedial for standards agreed.

• Review of PDTs and Segments targeted campaigns to include information provided by product owners and segments are sufficient and clear for operational needs before information is updated to the bank’s Knowledge Based System (KPBS) timely (agreed SLA) for bank’s users include where needed training, cascade and KPBS.

• Active role, ownership and participation for all Bank’s customer satisfaction survey internally and externally.

• Provide training for new and existing staff in CFS.

• Collaborate with line managers and stakeholders in the identification of training needs.

• Develop appropriate training materials for training of customer service and sales staff.

• Develop dashboards for stakeholders on training updates.

• To back-up and support team members on related programs/initiatives.

• Review of product information from stakeholders and ensure that information is sufficient for updating to KBS

• Ensure uniform and consistent content and navigation reviews

• Maintenance of KBS information by updating and archiving of obsolete information within agreed SLA.

• Review of staff agent calls for service quality standards and compliance via listening-in.

Requirements:

• Degree holders or diploma holders with at least 3 - 5 years of relevant experience with 2 years in managerial position

• Certification in Learning / Training (Preferred)

• Experience with Service Quality / Quality Assurance

• Good Communication and Interpersonal skills

• Commitment to work schedule

• Problem Solver, with good organizational ability

• Independent and self-starter

• Strong Analytical and Critical Thinking skill sets

Please note only shortlisted candidates will be notified.