Job Description

ole Responsibilities

Responsibilities*

• Drive Client Obsession Culture initiatives in the Malaysia & Singapore
• Partner with Training Manager, CCC head, Operations Manager and COE to identify training needs
• Partner with support functions and ops to drive initiatives on cost, client experience and efficiency
• Deliver training to new hires and existing employees in the Malaysia CCC hub
• Support new hires during Classroom and On the Job Training
• Motivate and inspire new hires to have great conversations and to drive sales
• Lead, motivate and guide Incubation Coaches on delivering the roles, responsibilities and new hires metrics performance.
• Drive new hire performance KPIs such as Quality, AHT, Sales, Compliance, adherence and other KPIs
• Conduct coaching and feedback with new hires and tenured employees
• Conduct certification and assessments
• Analyze incubation coaches and new hires performance to identify opportunities and training needs.

Strategy*

• Awareness and understanding of the Group\xe2\x80\x99s business strategy and model appropriate to the role.

Business*

• Awareness and understanding of the wider business, economic and market environment in which the Group operates

Processes*

• The ability to interpret the Group\xe2\x80\x99s financial information, identify key issues based on this information and put in place appropriate controls and measures

Regulatory & Business Conduct*

• Display exemplary conduct and live by the

. * Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

• Lead the [New Hires and OJT] to achieve the outcomes set out in the Bank\xe2\x80\x99s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders*

• Head of Operations, Training Manager MY & SG, Head of SG Client Care Centre

Other Responsibilities*

• OJT Manager \xe2\x80\x93 responsible in handling OJT performance and deployment to Production

*

Training, licenses, memberships and certifications

• 3 \xe2\x80\x93 5 years plus of relevant experience in a Contact Centre \xe2\x80\x93 Sales and Service or Training
• D1R certified in MY or SG market
• Experience in Training or Coaching or a People Leader role is an added advantage
• Strategic Thinker, Execution & Solution oriented, Analytical mindset and Influencer
• Strong planning and administrative skills to conduct a training program
• Designing content for soft skills, technical skills and leadership training programs
• Excellent facilitation skills and communication skills
• Mandarin speakers preferred

ROLE SPECIFIC TECHNICAL SKILLS AND COMPETENCIES AND PROFICIENCY LEVELS*

• Technical Competency Name: Proficiency Levels
• Training Skills Advanced
• Products & process knowledge Expert

About Standard Chartered

We\'re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we\'ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you\'re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can\'t wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you\'ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
• In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with with minimum global standards for annual and public holiday, which is combined to 30 days minimum
• Flexible working options based around home and office locations, with flexible working patterns
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
• Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you\'ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.

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