As the Associated-Director in the Customer Care department, you will be in charge of the Banking Talent Academy (BTA) and apprenticeship program “Customer Dialog Specialist”. Reporting directly to the Vice-Director, you will be in charge of the supervision of the operational activities and the people management in accordance with your senior management.

Key responsibilities

Team Management:

• Leading and supporting a team of 4-7 member:
  • Fostering a positive work atmosphere where employees feel motivated, valued, and connected to the team and the organization.
  • Promoting collaboration, trust, and cohesion among team members
  • Providing support for personal and social challenges
  • Addressing any potential conflicts among team members to your senior management and/or HR Partner
  • Supporting employee growth through training, mentorship, coaching, and advancement opportunities.
  • Preparing the talents and apprentice for qualification procedures (e.g. practical exams)
• Hiring:
  • Leading the recruitment process with your Talent Acquisition Partner
  • Ensuring new hires are properly introduced to the team, the organization, its culture, policies, and their specific roles.
• Performance Management:
  • Setting performance expectations, providing feedback, conducting performance reviews, and addressing any performance issues.
• Conducting under performance process with the help of your Senior Management and HR Partner.

Operations Management:

• Introducing talents and apprentices to the company and its processes
• Overseeing the planning of training & overall organization of the BTA program
• Working closely with training supervisors across multiple departments and ensuring the training schedules are followed and on track
• Creating and continuously updating the learning content
• Teaching essential skills in customer communication, products, and systems
• Creating individual training plans based on the apprentice curriculum
• Organizing weekly and monthly assessment of learning progress
• Developing soft skills such as communication, conflict resolution, and stress management
• Providing support and implementing measures to help overcome academic or work-related challenges

• Completed vocational and practical trainer course
• Minimum of 2 years track record in coaching talents and/or apprentice
• Experience in running education programs
• Strong knowledge and previous experience in customer service
• In-depth understanding of customer service operations and business processes
• Strong project management and organizational skills
• Excellent interpersonal skills, results-driven and team player
• Excellent communication and presentation skills
• Genuine passion for employee development