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Job Description
- Identify training and development needs for the Bank through job analysis, appraisal schemes and regular consultation with business managers and human resources departments
- Develop effective induction program Devise training strategy for the bank, individual learning plans and produce training materials for in-house courses Understand the e-learning techniques and involve in the creation and/or delivery of e-learning packages
- Help the managers and trainers to solve specific training problems evaluate, amend and revise the materials and training programs develop and continually update the common database on product information to standardize knowledge sources across HLCC.
- Design and expand training and development programs based on the Bank and individual needs and to the stakeholders i.e line managers, CQM team and senior managers at board level
- Monitor and review the progress of trainees, analyse compliments, complaints and feedback received to identify strength and weakness in service area, and develop retraining plans to eliminate similar occurrences.
Talent Function:
- Restructure the hiring plans based on business need
- Manage poor performers and ensure the employees are coached and guided through Personal Improvement Plan (PIP)
Requirements
- Malaysian citizen
- Professional or tertiary education with 5 years and above relevant working experience in operations and customer servicing channels
- Proven skills in customer service and project management
- Proven leadership and interpersonal skills
- Ability to identify requirements for change, adaptable and flexible in anticipating/ meeting any possible work issues
- Ability to lead a team of both frontline and backend
- Banking product/process knowledge is a plus.
