Conduct Service Excellence (SE) content research and develop learning materials (e.g., toolkits, guides, case studies).
Design, develop and deliver SE training programs and activities.
Conduct departmental learning needs analysis to identify gaps and areas for improvement.
Provide SE consultancy to internal branches.
Plan and schedule TMs for value-added external courses to enhance the department’s level of competency in the service aspect.
Carry out quality control measures via systematic checks, inspections, periodic reviews and audits to validate the transfer of SE skills back to the workplace.
Plan and prepare activity and progress reports, e.g., ad-hoc training evaluation report from learners feedback, monthly training progress report, yearly training report etc.
Assist manager in digital transformation initiatives, e.g., explore interactive ...