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Training Specialist

Grab
Makati City Fulltime 96
 

JOB PURPOSE

  • More than 6 in 10 Southeast Asians are unbanked or underbanked today. Grab Financial Group (GFG) aims to change that by empowering everyone with simple, transparent, and flexible financial products (GrabPay, GrabFinance, GrabInsure, GrabInvest). We promote ease to our Consumers as well as our Driver and Merchant Partners in using these financial products/services.
  • The Grab Support Financial Services (GSFi) team prides itself on ensuring that we uphold our Consumer First principle while supporting our GFG consumers and partners seamlessly. We aspire to build meaningful relationships with our Consumers / Partners and deliver world class financial service.
  • This is an opportunity for an experienced leader, knowledgeable in Training and Engagement from the financial industry to be part of the management team of a fast evolving consumer centric organization with the mission to support our users on the journeys of their lives with a world class experience across Southeast Asia.

GET TO KNOW THE ROLE

  • This role is responsible for executing, tracking and conducting the in-country training curriculum and accreditation for the consumer / partner support operations teams supporting Grab’s Financial verticals across Southeast Asia.
  • Provide customer support training and regular assessment to Grab support executives serving Grab financial services customers in the Philippines
  • Develop, formulate training curriculum, conduct classroom trainings and individual coaching sessionsand knowledge assessment/accreditation programs to new and existing support executives with the objective to ensure superb and consistent service quality delivery
  • The curriculum would include financial services/product foundation (e-wallets, payments, insurance, invest and lending), operation process training, regulatory and compliance requirements, industry trends and best practices, tools and systems training, professional soft skills specific for financial services, with a wide spectrum of audiences from support agents to supervisors and adapt contents accordingly.
  • Ensures all class objectives are achieved and learning curve performance metrics are achieved according to a pre-defined plan.
  • Follow the guidance from Regional training and QA PICs to identify new training needs and/or changes to the existing training curriculum.Research and develop program content to achieve specific objectives for each program.
  • Maintains a central repository of internal department and external class training records and materials and provide regional and country management teams with the assessment outcomes of the GFG support teams, benchmarking against competition and world class servicing organizations.
  • Manage Grab Support annual mandatory training calendar ensuring full completion within targeted timescales
  • Local Country owner of GFG content within the LMS platform
  • Responsible for supporting Grab Financials Group’s new product launches and on-going process improvements
  • Define SOPs, process maps, resolution solutions, process automation or channel optimization projects with the objectives of delivering highest service quality to our consumers/partners meeting qualitative and quantitative Grab Support (GS) metrics
  • Be the key liaison and country PIC, collaborating with Grab Support regional SEO (Financial) business process managers, country operations teams to review and improve existing CE financial processes including but not limited to Payments, Wallets, Insurance, Wealth, Rewards, close loop merchant payment services
  • Passionate and committed to people development and engagement with the objective to raise the bar

QUALIFICATIONS AND EXPERIENCE

  • At least 2-4 years working experience as a trainer in Customer Service in financial / banking industry or payment processors;
  • Familiarity with payment wallet, cards, wealth, insurance products, risks operations, client money protection, personal data privacy policies would be a definite advantage
  • Banking industry certification would be a plus;
  • Bachelor's degree in either Business, Communications, Education or related discipline; or equivalent (preferred)
  • Strong training /accreditation program design experience
  • Strategic thinking and data analytic skills
  • Exposure to Zendesk; preferred but not a must
  • Livechat and digital servicing channels will be an added advantage
  • Advanced presentation, interpersonal, time management, and organizational skills
  • Proficiency in using Microsoft products such as Excel, PowerPoint, Word / Google Doc, Sheet, Slide
  • Ability to communicate results to management and in a fast paced environment;
  • Can thrive under minimal supervision;
  • Ability to work both independently and in a team environment
  • Outstanding organizational skills with multitasking skills;
  • Customer centric and attention to details

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