• Responsible for employee training and development through refresher and up skilling on communication skills, products and services, and Operations’ policy and SOPs.
• Develop and organize related materials and documentation including concise content, learning theory, training aids, audiovisuals, documentation and procedures for course delivery.
• Maintains training materials and knowledgebase portal updated based on current technical and process issues being faced by Operations.
• Communicates with the client on Technical & Product related matters.
• Periodically implements Process/Product Knowledge Tests and publish results to Operations. This will measure retention of trainings completed.
• Closely work with Quality Assurance Team to ensure above average quality is given to client’s customers.
• Subject matter expert of products and processes of different lines of businesses.
• Publish announcements specific to account being handled.
• Plans the training calendar monthly and yearly.
• Review Core Skills training program content and one’s performance and recommends improvements to the Training Manager
• Performs other functions that may be assigned by superiors from time to time.

RELEVANT EXPERIENCE REQUIRED:

• Excellent oral and written communication skills
• Prior experience at facilitating technical training on computer hardware/software.
• Prior experience in facilitating communication and culture training. Exposure to an AU/NZ or EU campaigns preferred.
• Experience in facilitating culture and communications training specific to ANZ Campaigns is preferred.
• Experience is creating, building, managing culture, communications & technical training material is required.

• BASIC SKILLS REQUIRED:
• Language: Oral and written proficiency in English
• Computer: Knowledge in MS Office and generating reports
• Technical: Understanding of computer hardware and software
• Certifications or Others: Leadership training
• Special competence required: Leadership skills, problem solving ability, analytical ability, integrity, team management expertise, staff and performance management, experience in recruiting staff, ability to develop staff and implement developmental action plans.