Customer Service - Learning & Development
- Develop the CS Learning & Development Team
- Ensure all source of knowledges are available with good quality
- Optimize Knowledge Management System (KMS) to support great quality service
- Ensure all Standard Operating Procedures (SOPs) are in place
- Design, plan and monitor training module and activity to improve service quality
- Cross funtional collaboration to ensure CS readiness related to new feature, product or services (Product Team, Ops, etc)
- Monitor and evaluate the L&D team performance
- Provide comprehensive reports to the Performance Management Manager with determined periods
Requirements
- Minimum a Bachelor Degree from any majors
- Strong understanding of end-to-end Learning & Development Framework
- Experienced in investment, financial technology, and banking industry is a plus
- Experienced in develop SOP, Training and Knowledge Management System Optimization
- Strong sense of quality and process improvement
- Fluent in english both written and verbal (min. medium level)
- Dynamic, agile and full-energy person, along with good can do attitude
- Able to works with cross-functional collaboration