This position is responsible for delivering high quality training and coaching tailored to the needs of Assistance Service teams including training the new hires and existing members. 

The position is also responsible for assisting in identifying areas of improvement to ensure consistently high quality service is delivered by the Assistance Service teamsto our clients and end-users.

Key Responsibilities:

• Deliver training for new hires, recurrent, new product and service, systems training, customer interaction, workflow enhancements and soft skills training including preparing training materials in full compliance with the company regulations. Training methods to include: on-the-job, one on one interaction/coaching, classroom presentation, staff meeting presentations, bulletins, on-line knowledge base and job aids.
• Develop testing modules to ensure knowledge retention; measure progress and to evaluate effectiveness of training including facilitating, assigning and monitoring online assessments.
• Directly supervise new trainees and work directly with the shift in-charge / supervisor to closely monitor trainee progress and provide continuous mentorship and coaching as needed
• Participate in team and department meetings as well as develop strong relationships across departments to ensure relevant and timely development of course materials and receive feedback.
• Contribute to the continuous development and update of the training materials and course in line with global standards.
• Work with the Assistance Service Management teams and Quality Assurance team to conduct training needs analysis; measuring training results and reporting.
• Continuously identify coaching and development needs that require specific interventions and assist in implementing coaching programmes to address these needs.
• Provide continuous feedback on the performance and training needs to the Department Heads of team members, making recommendations for further interventions, and be responsible for developing and implementing them as appropriate, including feedback from regular audits
• Drive training and development initiatives and cultivate a positive organisational learning culture.
• Share learning experience and knowledge through close liaison with Corporate Learning and Development team and other trainers in offices across the Group to provide a consistent approach to training, quality standards, processes, and systems.
• Work with the Assistance Service Management and Quality Assurance teams to prepare an publish an annual training calendar.
• Work with Quality Assurance team to review and evaluate the service quality of the team members through call and case reviews and determine remedial action if required.
• Prepare, consolidate and review performance reports of Assistance Service team members in a timely manner to the related parties.
• Maintain files of training materials and maintain organised log(s) of all training conducted to ensure the documentation guidelines are followed.
• Other ad hoc duties as assigned by the direct Manager.

Required Experience and Skills

• Degree holder in Training & Development, Hospitality Management or related disciplines
• Over 4 years' solid training and development experience with at least 2 years' experience in providing frontline service training, preferably gained from sizeable companies
• Excellent command of spoken and written English, Cantonese & Mandarin (Trilingual) skills
• People-oriented with high customer sensitivity and good consulting skills
• Good communication and presentation skills
• Mature, well organized and self-initiated team player with business awareness and enthusiasm
• Able to work independently under dynamic environment

Interested candidates are invited to email your detailed resume and expected salary by clicking "Apply Now" We will offer competitive package and ongoing training to the right candidate.

For more information on our company, please visit: www.internationalsos.com

The information provided by job applicants will be treated in strict confidence and used only for recruitment-related purposes. Personal data of those unsuccessful applicants will be destroyed when they are no longer in use. If you do not hear from us within six weeks, you may assume your application has been unsuccessful