Trainer Lead - Customer Service

• Become the product and services expert, keep up-to-date on changes to company policies and procedures;
• Develop a training program that ensures new hire and existing Customer Service team are product, policy, procedure and service experts;
• Build a quality assurance program that identifies gaps in team knowledge;
• Facilitate training using various approaches such as classroom, virtually, and via online modules;
• Manage a training calendar for new and existing hires
• Create and design instructional content for use with training.
• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
• Draw an overall or individualized training and development plan that addresses needs and expectations
• Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
• Manage training budget and provide opportunities for ongoing development
• Resolve any specific problems and tailor training programs as necessary
• Maintain a keen understanding of training trends, developments and best practices

Requirements

• Degree holder in any discipline. Major in Finance, Economics or business-related are preferred.
• Proven work experience as a Training Leader
• Track record in designing and executing successful training programs
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
• Excellent communication and leadership skills
• Ability to plan, multi-task and manage time effectively
• Strong writing and record keeping ability for reports and training manuals
• Good computer and database skills
• Must have FOREX/Trading experience
• Fluency in both English and Mandarin language

Benefits

• Life Insurance.
• Medical Coverage.
• Annual Optical Benefit.
• Monthly Travel Allowance.
• Monthly Meal Allowance.
• Monthly Gym/Healthy Subsidy.
• 16-days Annual Leaves.
• Work From Home (4-days office & 1-day home).
• Work From Anywhere Policy (up to 30-days a year, T&C applies).
• Staff Referral Bonus Program (up to USD500 per person/successful referrals).

Interview process:

• Virtual contact with the TA team – 30 minutes.
• Virtual meet with Hiring Manager – 45 minutes.
• Final interview with HOD – 45mins.