Management Trainee - Training and Call Quality
Manila, Philippines
3d ago

Trainer / Facilitator

Function : Training and Development

Location : Alabang, Muntinlupa - Philippines

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands and we have fun doing it.

Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it.

Come, transform with us.

We are inviting applications for Training and Call Quality Management Trainee

Functional Roles & Responsibilities :

  • Execution of end-to-end new hire program
  • Deliver training using contemporary training and assessment methodologies which are in keeping with company standards
  • Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBs
  • Maintain an up-to-date knowledge of all systems, products, and services to up-skill the team continuously
  • Identify and analyze knowledge / skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders, including assessment methods and measurement systems entailed
  • Is able to review, process and follow up on various brokerage and non-brokerage account requests including account establishment, maintenance and closure, as well as, the movement of assets into and out of the accounts
  • Must become proficient with the following systems : NetExchange Pro, Onyx and FEI (contact management and imaging workflow systems), VISION2020, Transfer Tracking, Microsoft Excel, Word, Outlook and Internet
  • Interact with clearing firm, sponsor companies, and other third party entities on routine brokerage and non-brokerage account processing requests;
  • provide timely updates and statuses in contact management and workflow systems

  • Responsible for all compliance parameters and audit requirements
  • Organize and manage training venues and logistics as required, to achieve efficient training attendance and delivery
  • Recruit, manage and develop direct reports
  • Ensure all Training programs and Content meet the relevant business and statutory policies
  • Monitor and report Performance dashboards, metrics etc.
  • Develop self and maintain knowledge in relevant field
  • Conduct refresher programs to engage agents in continuous learning paths
  • Implement knowledge dissemination program to drive changes and updates
  • Other similar projects or duties as assigned

  • Open and approachable management style
  • Able to inspire and lead others to achieve challenging results
  • Good at networking and building rapport across teams and regions and functions
  • Confident Orator
  • Strong organizational skills

  • Verbally articulate
  • Proficient at MS Office packages : Word, PowerPoint, Excel, Outlook.
  • Numerically and grammatically accurate
  • Ability to create / innovate and run structured / customized Training Programs

  • Previous experience of working alongside multiple stakeholders and domains (Insurance, Banking) are an advantage
  • Experience in managing and implementing innovative projects
  • Previous experience in process training and / or quality team will be a plus
  • Knowledge of industry rules and best practices regarding basic brokerage and non-brokerage account operations required
  • Must have effective knowledge of banking regulations
  • Understanding of retirement and trust accounts
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