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Training Manager (Call Center - MDY)

KBZ Bank

Training Manager (Call Center - MDY)

KBZ Bank
Recruiter active 5 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Mandalay
Full Time
Verified This job has been verified by the company as a real job vacancy.
15 Oct 2021

Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

The role holder is responsible for training and development of Virtual Teller and Agent Banker in the areas of existing and new banking products, productivity improvement, customer service, call handling, soft skill etc. In addition, the role holder has to develop and review training program and SOP periodically to ensure staffs are keep abreast with up to date knowledge. In overall, role holder has to ensure the right and consistent communication channel are used to customers.

  • Identify and assess current and future training needs specifically for contact center through job analysis, performance and scope of work
  • Draw an overall or individualized training and development plan that addresses contact center needs and enhances customer experience
  • Deploy a wide variety of training methods, latest tools and techniques to maximize the effectiveness of training for contact center
  • Conduct effective induction and training to new and existing contact center staffs
  • Monitor and evaluate contact center training program’s effectiveness, success and ROI and report to management periodically
  • Manage training budget to achieve optimal results
  • Resolve any specific problems and tailor training programs as necessary
  • Conduct Train the Trainer sessions for effective training programs in decentralized customer service model
  • Maintain a keen understanding of training trends, developments and best practices
  • Collaborate with Quality Team on overall improvement and of performance, bucket wise performance monitoring and refresher training

Open To

Repatriate
Male/Female

Job Requirements

  • Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.
  • At least 5 year(s) of working experience in contact center is required for this position.
  • Alternatively, experience in developing customer service related training program would be considered.
  • Ability to command both spoken and written in Myanmar and English.
  • Excellent business acumen, leadership and communication skills.
  • Strong knowledge in Microsoft Office and Customer Service related applications.

What We Can Offer

Benefits

Rewards for over performance

Highlights

- An awesome company
- Join a winning team
- You can make a difference

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

KBZ Bank
THE STRENGTH OF MYANMAR

**Winner of EUROMONEY Award for Excellence consecutive years 2014, 2015, 2016: Best Bank in Myanmar**

Kanbawza Bank (KBZ Bank) Limited, part of the KBZ Group of companies, is Myanmar's largest bank. Established in 1994 in Taunggyi, initially the bank catered the local area and in 1996, after present management acquired the organization, the group expanded to become Myanmar's largest financial institution, currently employing over 17,000 people.

KBZ Bank is part of the KBZ Group, one of Myanmar's largest and most successful conglomerates. The Group has a proven track-record of operating according to industry best practices, as recognized in 2014, when the Myanmar Centre for Responsible Business awarded the KBZ Group of Companies as the most transparent company in the country. It is the first Myanmar bank in history to have International Representative offices in Thailand, Singapore and soon Malaysia.

Purpose
We are driven by a simple aim. As the largest Bank in Myanmar, we are committed to enhance the quality of lives of the people in Myanmar, through financial inclusion. And in that becoming the Best Managed Bank in the World! Join us in this journey to positively impact the community and the nation.

Fulfilling Career – Today and Tomorrow
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!

Personal Challenge
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!