Trainer/Re-advertised/

Purpose of this Role

The role holder will be responsible to deliver functional operations training and acclimatize new hires in the Customer Care Group / touch points (MCN & Value Chain), to the business. Provide product and technical skill update as at when due.

Key Accountabilities

Delivery of Training, Coaching and Facilitation - Staff

• Conduct training needs analysis
• Complete training for MCN Staff trained on touch point handling skills and other soft skills (100% experiential learning).
• Conduct Refresher training for existing staff.
• Training Feedback Mechanism (80% validity).
• Design, copile and update training material.
• Compile and manage training administration and schedule
• Development of training documentation for departments:  Sign off all Operations Manual

Training Manual

• Design, compile and update training material
• Compile and manage training administration and schedule
• Development of training documentation for departments:  Sign off all Operations Manual
• Design and implement a training feedback process to measure validity of training done
• Review and update all operational and technical training manual for all business units based on new products and processes
• Create operational training document for departments that currently do not have

Training Impact

• Periodically evaluate ongoing programs to ensure that they reflect any changes
• Evaluate and assess trainings conducted
• Compile training reports and share with relevant stakeholders
• Maintain database of all training evaluation documents

E-Learning Usage / Uptake

• Ensure at least 80% uptake and utilization of e Learning platform
• Support learners to embrace different ways of learning and leverage on technology
• Utilization of virtual classroom tool

Qualifications  & Experience 

• Bachelor’s Degree
• 3-5 years experience in a training facilitation role.
• Detailed commercial and financial acumen, balanced with creative flair.
• Business Intelligence experience.
• Customer Relationship Management.
• Campaign management experience.
• Strong budget management experience

Functional Competencies

• The incumbent is required to have the following functional competencies
• Sound business operations knowledge
• Product and service knowledge
• Business processes
• Customer Care Knowledge
• Group and individual psychology knowledge
• Computer knowledge
• Market / Customer knowledge
• Team behavior understanding
• Organizational and industry understanding
• Theory of learning
• Learning methodologies and trends

Behavioral Competencies

• Flexibility
• Quality driven
• Drive and energy
• Patience
• Team player
• Problem solving and analysis