Openings at Summit Human Resource & Marketing Consultant

Role & Responsibilities

1. Maintain Quality Control management system records for finished goods and component materials. 
2. Ensure the labelling, storage and disposal of approved samples and records are kept accurately. 
3. Implementation of testing and collating test data in line with new product development requirements. 
4. Conformity of product testing 
5. preparation of reports (Product and factory compliance) and corrective action plans where required
6. Liaising with Far East team to ensure QC procedures are carried out in line with specification.
7. Provide Interested party feedback/customer support/complaints reporting
8. Speaking to suppliers in regard to product issues 
9. Dealing with in transit claims to understand failure reasons

Skills required

1. Relevant Degree 
2. 2+ years office experience
3. Excellent skills using the Microsoft Suite, in particular Word and Excel 
4. Ability to understand and consolidate disparate information sources into summary metrics and report on them  
5. Experience in a quality and/or laboratory testing environment
6. Experience dealing with suppliers is highly desirable 
7. Comfortable with manipulating and analysing large datasets including data cleansing to provide insight to the business 
8. Good organisational skills 
9. Be self-motivated
10. Excellent attention to detail and accuracy 
11. Able to effectively communicate work status and issues. 
12. Good communication (written and oral) skills 
13. Ability to manage various tasks simultaneously 
14. Ability to influence without direct authority;
15. Excellent English skills (spoken and written);
16. Enthusiastic. 

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What You’ll be doing

1. Lead in development of an L&D strategy that ensures quality delivery and factors in all broad range of learning solutions including digital/e-learning, virtual and instructor-led environments
2. Design, coordinate and evaluate all training-related activities and identify need for external consultants and trainers where required and their coordination. Provide real-time support to team members who are conducting or participating in on-site and off-site training.
3. Undertake and guide research for, and design, create and deliver training curricula for all training initiatives. Ensure that training material and approaches are inclusive to cater for trainees/beneficiaries with special needs such as hearing and visual impairment, etc
4. Develop or supervise creation of training, development, and assessment tools to be used in e-commerce development, digital marketing and other learning areas as may be necessary;
5. Collaboratively develop, implement and monitor training work plans in conjunction with implementers and other project teams. Maintain an online training calendar for all scheduled training and other L&D related events while communicating to the line manager and other stakeholders whenever changes occur.
6. Monitor and evaluate training sessions to ensure the highest quality for participants. Develop and drive relevant metrics that produce useful insights to guide training strategies and measure impact of the training activities; Record, collate and retain training management information to demonstrate progress against key performance indicators, as well as project goals and objectives
7. Manage L&D budgets and ensure training activities are delivered within acceptable budget thresholds, and in compliance with laid down requirements
8. Support in selection, design, development and management of the Learning Management System (LMS) and e-learning platforms for the projects. Manage training enrolment, attendance and completion using the LMS or other designated learning medium.
9. Assist the Marketing and Communications team in designing creative marketing material and communications, to promote planned training, the LMS or other learning opportunities in a timely manner.
10. Identify and make recommendations to improve project work processes as applicable. Support project management team in thought leadership by providing relevant advice and feedback
11. Provide support as required to the administration of all project work and any other duties as might be assigned

Experience

1. Bachelor’s degree in any related field to education, skills development, capacity building, e-commerce, digital marketing, SME development etc; an MBA or related Master’s degree is a plus
2. Professionals with learning and development or training management certifications , highly preferred
3. Minimum 4 years experience as an L&D specialist with demonstrated expertise in coordinating hybrid (offline and online) trainings. Experience in soft skills and digital marketing training initiatives will be highly rated.
4. Demonstrated skills in design, delivery and evaluation of training programs with experience working with online applications like Zoom, Google Classroom, Microsoft Teams etc, e-learning platforms and LMS management.
5. Strong facilitation and presentation skills with ability to train in both formal and informal settings. Coaching skills are desirable
6. Excellent project management and personal effectiveness skills with ability to manage multiple consecutive trainings at once and deliver high time constraints/deadlines
7. Proactive and possess a strong sense of urgency in driving projects to completion. Naturally curious, love learning new things, and sharing knowledge with others.
8. Excellent written and oral communication skills, fluency in English and ability to professionally communicate effectively to internal and external stakeholders.
9. Strong attention to detail (excellent proofreading and editing skills).
10. Strong team work and effective cross-cultural interpersonal skills with ability to work across various teams, willingness to listen, respect for diversity, demonstrated ability to build consensus and navigate complex operating environments

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Key Duties & Responsibilities:

• Drive a customer centric culture by continuously engaging with the various teams and empower them to deliver top of class experiences to the customers.
• Position customer experience as a key lever to drive customer retention while embedding customer centricity.
• Constantly innovate to drive leading customer experiences to ensure that the Bank becomes a reputed leader in creating the best & most consistent customer experiences.
• Guide and support business process re-engineering and alignment to Customer Experience initiatives.
• Develop customer journey mapping capability and manage required improvements identified through customer journey maps to implementation.
• Own performance measurement and tracking of adherence to the defined customer service experience Service Level Agreements.
• Leverage on data analytics to understand customer behaviour while driving customer experience improvement initiatives.
• Support in service delivery automation and digitization to drive customer convenience through system implementation that include CRM, amongst others.
• Continuously reducing pain areas for the customers, through working closely with other functions including IT, Finance, Marketing to ensure delivery of the brand promise.
• Build capabilities in team to continuously improve at every touch point of customer to build trust, engage & enhance the experience of the customer.
• Identify mission critical customer experience management focus for the bank’s delivery channels, benchmark best service practices to support business performance and enhance customer satisfaction.
• Ensure compliance with the Bank’s policies, procedures and customer experience standards, ensuring necessary controls are in place and required audits and verification carried out.
• Ensuring Full compliance to customer related regulatory requirements including Customer Protection, Treating Customers Fairly, Data Protection and Anti Money Laundering laws.
• Maintain effective training programs within the bank to ensure customer experience within the bank is maintained at a high level standard.

Key Competencies and Attributes

• High level of integrity.
• Customer Journey Mapping and Process Re-engineering experience.
• Proven experience in team management, supervision or leadership within a customer facing environment, including performance management, people development, coaching or mentoring experience.
• Ability to develop productive working relationships and achieve results with deadlines.
• Have excellent communication as well as interpersonal and public relations and interpersonal skills.
• Possess Strong analytical, interpretative, report writing and presentation skills.
• Sound IT proficiency and demonstrable exposure to a computerized working environment
• Ability to work within tight deadlines and pressure without compromising accuracy.
• Management & leadership of processes for continuous improvement of customer experience.
• Have strong people leadership skills, exemplary customer service experience, & great at identifying operational improvements.
• Track record of using data to inform business decisions

Qualifications

• Bachelor’s degree in a relevant field.
• Experience in customer service in the financial services industry is a plus.
• Professional marketing/ Business Development qualifications.
• Have strong customer service orientation/experience.
• A minimum of 6 years’ relevant work experience 3 of which must have been in management in service industry.
• Strong credit analysis, documentation and relationship management skills
• Experience in structured trade finance, syndication and project financing will be an added advantage
• Ability to assess customer needs and recommend products that suits their needs
• Good people management skills
• Good written and spoken language skills
• Possess in-depth understanding and knowledge of Corporate Banking Products and services and extensive banking industry knowledge.
• Proven sales experience in a client relationship role within corporate banking
• Ability to work within deadlines with proven time management skills
• A good understanding of risk, credit policies and procedures