Mgr, Training,QA

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.

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