Customer Service - Learning & Development

TLDR

Lead the Customer Service Learning & Development Team to enhance service quality through training modules, knowledge management optimization, and performance monitoring.

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