SRG Asia Pacific Sdn. Bhd. Vacancies SENIOR MANAGER, TQM & L&D
SRG Asia Pacific Sdn. Bhd. is looking for new potential candidates to fill in for SENIOR MANAGER, TQM & L&D position. If you currently looking for new education sector job opportunities and qualified with the job desc, feel free to apply this job.
Job Description
POSITION SUMMARY:
The Senior Manager, TQM and L&D is responsible to lead and manage the strategic development of the department. The role involves tactical, cross-functional/divisional leadership following the direction of the company by working in partnership with other HODs to ensure deliverables to the business are managed appropriately. He/she is accountable for designing, developing, delivering, and evaluating new training programs and initiatives for the business as well as ensuring a strategic drive/competency on the Centre of Excellence (COE). He/She should also be responsible for the development, implementation, and management of the Quality Assurance Strategy whilst have a strong rapport with clients and LOBs.
The Senior Manager, TQM and L&D is responsible for the development of RFP responses and ensure content is complete, accurate, and high-quality to maximize business opportunities.
DUTIES AND RESPONSIBILITIES:
TQM
- Define & implement quality standards, processes & plans for various operations/departments
- Conduct audits and prepare comprehensive reports with suggestions for improvements; Analyze severity and effect of a defect and provide recommendations
- Accountable for quality across all portfolios/projects and constantly developing & applying robust, fit for purpose quality assurance methodologies
- Provide coaching, mentoring, and developing the team to provide an efficient, cost-effective, and proactive service
- Define, evolve, document, and embed a robust QA strategy & methodology
- Work with other functional heads to drive continual improvement of quality standards and processes
- Develop and execute quality assurance vision for the organization that incorporates quality assurance standards and framework
- Collaborate with operations to identify, define and specify solutions to drive continuous improvement of quality and team performances
- Develop an actionable goal commitment strategy that ensures the goals set for the quality organization
- Build collaborative relationships with stakeholders and operations teams to create and execute a quality project roadmap
- Identify, drive and track strategic initiatives and measure results
- Build strong relationships with business and stakeholders and champion continuous improvement initiatives across the organization’s portfolio
- Undertake any other duties as-and-when assigned by the Management
L&D
- Responsible for the overall management of training systems, content, and support materials in the business
- Drives innovative training program development through Centre of Excellence (COE)
- Develops, delivers, and evaluates training programs that improve the performance of employees at all levels of the business
- Identify performance patterns and creating programs to address gaps in the business; avail effective solutions that build on employee competencies within the business; revamping legacy training and launching experimental learning programs
- Build a catalog of refresher training based on consistent performance trends; Conducts tracking and reporting of progress for all ongoing training programs to evaluate progress, then iterate programs based on results
- Ensures consistency in the quality of training programs, initiatives, and materials launched by the department
- Drives innovative training program development through the facilitation of online resources, training toolkits, and mentorship programs
- Responsible to build the capabilities of employees, placing focus on critical thinking, business fundamentals, and leadership
- Develop and establishes metrics that measure the performance and success of ongoing training programs; and identifies points of improvement for the effectiveness of training programs
- Proactive, strategic and embed creative thinking and proficient in project planning to meet tight deadlines
REQUIREMENTS:
- Graduate/Postgraduate with 7+ years of experience in Contact Centre handling & managing TQM & Training with ISO Certification
- Strong analytical skills & Co-ordination, Data Analysis & Problem Solving
- Six Sigma (Green/Black belt) is an added advantage
- Ability to manage departmental PnL
- Team Management & People Handling Ability
- Demonstrates a high degree of leadership, and autonomous drive
- Demonstrates understanding of frontline leadership skills and experience facilitating structured leadership development
- Experience in process design and mapping, establishing performance & data analysis
- Strong planning and organizational skills with solid analytical and decision-making skills
- Acute sense of professionalism and confidentiality with a strong leadership personality
- Confident in a process-centric environment focused on delivering the highest client value possible with experience in client management
- Ability to work collaboratively and effectively across matrix organizations in a fast-paced, schedule-driven, and entrepreneurial environment
Results Driven, Persistence, Time Management, and Professional. If you have what it takes, APPLY NOW
Company Overview
SRG ASIA PACIFIC , Established in 1996, SRG Asia Pacific Sdn Bhd has continuously progressed as a premier leading communications provider of outstanding services. Headquartered in KL Sentral, Kuala Lumpur, we are uniquely positioned to be globally connected, both physically as well as technologically. Comprising of energetic, enthusiastic and creative community, SRG Asia Pacific has expanded within a short span and growing further at a very aggressive rate on a monthly basis.
ABOUT SRG
- Pionerred in Business Process Management with 18 Years of Experience in the industry
- Specialist in Customer Interaction Management (CIM)
- Backed by large conglomerate with shareholding in entertainment, telco, property and many other companies
- Transformation towards IR 4.0 with future proofed technology ie: Artificial Intelligence, Robotic Process Automation and Analytics
- Handling an average 600K customer interactions monthly
- Managing average 5K Emails monthly
- Multilingual capability
- Backed by Genesys state of the art PBX/AXD
- OMNI channels customer experience delivery
- ISO Certified 9001 : 2015
- Ministry of Finance (MOF) certified
- MSC Status Company
- Multiple Language capabilities.
- Multiple Industry awards winner in Customer Experience Excellence and Awarded as BEST MALAYSIA EMPLOYEE BRAND Award in 2019
How To Apply
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