CSM - Training & Development, Senior Specialist
At a glance
Senior Customer Success role at AIA. Bangkok · full-time.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Assess call center and agency learning needs, then map out training for new hires and existing staff
- Deliver functional-skills and service training, check what employees learn, and refine the programs and learning tools
- Build development programs and coaching for high-potential employees, and share feedback on readiness for larger roles
- Find suitable learning options, from in-house sessions and online courses to mentoring and external programs
- Help call center leaders and HR assess applicants, choose assessment methods and take part in interviews
What you bring
- You can identify employee development needs and turn them into practical training plans and learning solutions
- You can create and deliver training, then assess results and improve the learning approach
- You can support high-potential development through assessment, coaching and feedback on readiness for advancement
Who this fits
This senior specialist role suits someone focused on training and employee development for call center staff and agency. Before joining, you must complete a criminal background check.
From the employer
Build a healthier and more sustainable future for everyone.
At AIA, your skills, perspective and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on meaningful challenges, collaborate with talented colleagues and help turn ideas into positive outcomes for our customers and communities.
Join us to shape what comes next, grow through new experiences and extend your impact across Asia.
About the Role
Responsible for improving the productivity of the organization's employees, assesses company-wide developmental needs to drive training initiatives and identifies and arranges suitable training solutions for Call Center staff and agency, creatively designs and implements effective methods to educate, enhance performance and recognize performance, including trains and coaches managers, supervisors and others involved in employee development efforts
- Identify training needs, design training roadmap, deliver functional skill and service mindset training program for both new hire and existing staff, including monitoring and evaluation, continuous improvements and create learning tools in order to verify CSR’s knowledge and service skill
- Assist in designing the methodology in key and high potentials assessment, develop and deliver academy program and/or coaching session for high potentials development as well as provide feedback regarding employees’ readiness to take on higher roles, their strengths and areas for development
- Conceptualizing innovative and flexible methods to address the developmental and capacity building needs identified, including identification of external training programs and conferences, the design and delivery of in-house training sessions, enrollment in online learning programs, mentoring, self-learning, and other methods as appropriate and to encourage CSRs to learn by themselves
- Support Call Center Management team and HR in recruitment and selection process such as advice and select appropriate candidate, assessment tools and take part in interview process
- Responsible for other relating tasks as assigned to align with business policy and build long term business growth
- Explore opportunity to improve workflow and build healthy environment Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
- In accordance with recruitment policy and hiring standard of AIA (Thailand) Company Limited, after completing the selection process, you are required for criminal background check before joining the company. Your criminal record information will be retained according to the PDPA policy of the company. As per attached link
https://www.aia.co.th/th/about-aia/privacy/candidate
Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.
You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
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