Mgr, Training,QA - Kuala Lumpur, Malaysia - Standard Chartered Bank

    Standard Chartered Bank
    Standard Chartered Bank Kuala Lumpur, Malaysia

    2 weeks ago

    Standard Chartered Bank background
    Full time
    Description

    Role Responsibilities

  • Manage end to end training programmes, QA, and support function

    • Responsibilities

    Manage end to end training programmes, refresher and development training for the Collection team.

  • To ensure quality assurance within Credit via monthly call monitoring of calling staff
  • To assist in calling staffs development through best practice sharing
  • To assist in complaint management and administration functions

    • Strategy

  • Conduct New Hirers Training (Product, Communication, Systems, Job Knowledge, Compliance etc)
    Ensure new staff attend the mandatory courses within first 3 months of joining the bank
    Maintain, develop and update the Collections Training material / Portal
    Update and manage collections training calendar
    Maintain training records of staff
    To conduct adhoc in-house / refresher training courses for the Collection UnitContinuously update the team on Breaches, complaints, process improvement
    Conduct call monitoring for agents on weekly basis for both Inbound & Outbound SG teams (Number of calls to be evaluated per agent will be based on latest policy].
    To ensure quality of calls based on consistency and accuracy of information and service & results will be tracked via template upon completion of each call monitoring by month end.
    Regular feedback to be given to each staff on the observations and improvement needed. Feedback to be indicated on the call monitoring forms.

    • Business

  • Conduct Call Clinics for calling teams on monthly basis.
  • Manage call calibration sessions on timely manner to ensure the right approach is taken to evaluate staff calls
  • All justified complaint calls to be part of Call Clinic for training/ improvement purposes.
  • All results to be tracked daily and findings to be cascaded to Line Managers as and when required for calibration purposes.
  • Provide final score for Call Monitoring by month-end and staff to acknowledge and signed before final submission to Line Manager to be included in the scorecard.
  • Review & investigate all complaint cases received from various channels, provide findings and recommendation to relevant parties involved

    • Processes

  • Ensure that all training /QA MIS are prepared / compiled & submitted in compliance with Collections guidelines on format, data definition & timelines
  • Monitoring and evaluating the day-to-day performance of staff and take necessary actions via training / call clinics

    • People & Talent

  • Complete e-learning in timely manner
  • Complete training modules on Discover

    • Governance

    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 [country / business unit / function/[team] to achieve the outcomes set out in the Bank's 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.