Mgr, Training,qa

2 weeks ago

Kuala Lumpur, Malaysia Standard Chartered Full time

**Job***: Ventures

**Primary Location***: Asia-Malaysia-Bukit Jalil KL

**Schedule***: Full-time

**Employee Status***: Permanent

**Posting Date***: 31/Jan/2024, 11:16:15 PM

**Unposting Date***: Ongoing

**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 Group’s Values and Code of Conduct.
- 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.

**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

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