Key Responsibilities Training Delivery & Facilitation: Deliver and facilitate engaging internal training programs, workshops, and development initiatives covering soft skills, compliance, supervisory techniques, and leadership development. Needs Assessment & Program Design: Conduct regular training needs assessments (TNAs) to identify skill gaps. Collaborate with Subject Matter Experts to design practical, blended training materials and guides. Onboarding & Orientation: Plan, coordinate, and deliver comprehensive orientation programs for new hires to ensure smooth organizational integration. End-to-End Coordination: Manage all training logistics, including scheduling, venue arrangement, stakeholder communication, and external training vendor coordination. Evaluation & Data Analysis: Gather post-training feedback, monitor training effectiveness, and analyze participation and completion rates to recommend process improvements. Administration & Reporting: Maintain accurate, up-to-date training records, attendance sheets, and documentation. Prepare comprehensive monthly, quarterly, and yearly training reports. Learning Culture & Development: Support coaching, mentoring, and engagement initiatives to cultivate a strong learning culture that reinforces performance and growth. Employee Engagement & Culture Events: Assist in organizing corporate cultural events, festivals, and team-building activities to promote employee alignment and engagement.
1. Continuous Product Improvement Drive ongoing product enhancement by capturing client feedback and anticipating future needs, strengthening MOB’s competitive edge and value proposition. Manage in the development of product strategy and roadmap in collaboration. 2. Product Rollout Management Oversee the launch of new products and services, ensuring a seamless, end-to-end client journey that delivers exceptional value and experience. 3. Product Deal Support Support the execution of Product deals by ensuring strict process compliance, timely approvals, and accurate documentation, driving efficiency and minimizing risk. Lead the preparation and supervision of BRDs for product, ensuring alignment with business goals and regulatory requirements. Proficiency in writing SOPs, NPPs, process flows, and accounting documentation. 4. Stakeholder Engagement Build and nurture strong relationships with key stakeholders to drive product utilization initiatives and ensure the effective delivery of client-focused solutions. 5. Strategic Foresight Anticipate product and regulatory opportunities and challenges, developing forward-looking strategies that keep Product offerings competitive, client-focused, and results-driven. 6. Deal Execution & Communication Facilitate clear communication with key internal stakeholders and clients throughout deal execution, ensuring accuracy of documentation, timely approvals, and adherence to controls. Engage with third-party vendors for integration, testing, and ensuring smooth Product implementation. 7. Technology & Innovation Partner closely with IT teams to strengthen technical capabilities, integrate emerging technologies, and embed innovative solutions into products. 8. Team Development & Culture Support the growth of team members through coaching, capability building, and fostering a culture of innovation, collaboration, and agility.
Project Management: Own multiple small-to-mid-sized wallet projects; create project plans/scope of works, track daily tasks, and report weekly on project health and risks. Requirements & Product Backlog: Draft and finalize Business Requirements Documents (BRDs) and Functional Specifications; communicate with the technical vendor to prioritize the backlog based on business value and feasibility. Stakeholder Coordination: Act as the main point of contact to manage timelines and communication with external vendors and internal teams (IT, Finance, KYC ,Operations, Business development, Sales Team). UAT & Launch Quality: Define and manage the User Acceptance Testing (UAT) plan and sign-off process to ensure all features meet security and performance standards. Team Guidance: Mentor assigned Junior Assistants and maintain high documentation standards across all project artifacts.
Lead and manage the Customer Care team, including call center and customer support functions Oversee daily handling of customer inquiries, complaints, and service requests Ensure compliance with MOB service standards, SOPs, SLAs, and regulatory guidelines Manage escalated or sensitive customer cases with professionalism and confidentiality Monitor and analyze customer feedback, complaints data, and CSAT performance Identify service gaps and recommend process improvements to enhance customer satisfaction Coordinate closely with Branch Operations, Digital Banking, Compliance, and IT teams Prepare regular customer care performance reports for management and senior leadership Coach, train, and motivate team members to deliver service excellence