Conduct WSQ-accredited soft skills courses offered by Training Provider, covering topics such as communication, leadership, productivity, creative thinking, emotional intelligence, and personal effectiveness. Facilitate manual and digital assessments to evaluate and track learner performance and progress. Ensure learners meet the specified course learning objectives through engaging and effective teaching methods. Complete and submit Assessment Summary Records (ASRs) and other required documentation in a timely manner. Maintain accurate records of attendance, assessments, and learner-related data. Provide feedback to ensure that all training materials remain up-to-date and relevant in accordance with industry standards. Provide constructive feedback on assessments and offer guidance for learners to improve. Address learner concerns professionally, promoting a supportive and positive learning environment. Foster inclusive and respect in the classroom, ensuring equal learning opportunities for all students.

Facilitate learning across multiple delivery modes by preparing lesson plans which aligns with stakeholder requirements and learner needs. Deliver lesson content and coursework, facilitate group discussions, attend to learner enquiries, provide feedback and ongoing support to learners. Design courseware development plans which aligns with curriculum design specification and develop learner user experience journey and courseware materials. Conduct new hire onboarding programs. Planning and implementation of annual skill re-certification program, which includes assignment of duties to training team members. Design and development of E-learning modules. Tracking of both Singapore and Malaysia Call Centre individual employees training records. Work with the business partner to design, manage and implement learning strategies, including customized learning solutions, competency frameworks, product and role-specific curriculum roadmaps to address business requirements.

Coordinate and implementation of 1st Compliance Learning Program for Regional Employees. Developed/Conducted Cybersecurity Awareness Training for Regional Employees. Established On-boarding Training Program. Establish Skill Competency Road Map for respective Departments. Responsible for Regional (China, Hong Kong & Singapore) Learning & Development function. Support the execution of the strategy together with HODs and preparation of training materials. Development & implementation of targeted learning initiatives aligned with business and regulatory needs. Shape a learning strategy that is central to business and HR strategies. Organize and conduct the on-boarding training, cryptocurrencies product training, compliance training. Perform research and data analysis to gain insights into manpower and skills development trends and recommend approaches to address skills needs of the financial services industry. Develop and implement plans to engage financial institutions, professional bodies, tertiary and training institutions to expand the training offerings for the skills development needs of the industry. Promote and perform accreditation of training programmes based on the Skills Framework for Financial Services as well as other training schemes.

Implemented Virtual Training initiative during Circuit Breaker 2020 - Converting all training to online (Success Factor). Development and Implementation Retention/Soft skill training program - Improve retention rate from 75% to 90%. Implemented “Annual Premium Training Programme” - Improved GWP from $1.2M to $1.6M. Managing recruitment of Sale Agent. Managing training budgets and maintaining training reports for audit purpose. Planning of annual training schedule (including compliance regulatory training and product refresher). Facilitate learning across multiple delivery modes by preparing lesson plans which align with stakeholder requirements and learner needs. Deliver lesson content and coursework, facilitate group discussions, attend to learner enquiries, provide feedback and ongoing support to learners. Design courseware development plans which align with curriculum design specification and develop learner user experience journey and courseware materials. Conduct new hire onboarding programs. Develop, motivate and coach staff to improve performance. Managing and supervising Quality Assurance team. Conduct regular Calibration with internal/external stakeholders, to ensure alignment of views. Ensure General Insurance agents follow guideline and MAS/Bank regulation. Assist in investigation on dispute cases.

Established L&D materials and guidelines for Digital Telemarketing Department - Standardized all training material and process through collaboration with relevant department. Implementation of Product Re-training program - Re-train sale teams to standardize product understanding within 2 months. Develop/Implemented Call scheduling Time Table by using tools such as Tableau and Salesforce - Improve telemarketing team sale result by 30%. Managing recruitment of Sale Agent. Managing training budgets and maintaining training reports for audit purposes. Planning of annual training schedule (including compliance regulatory training and product refresher). Facilitate learning across multiple delivery modes by preparing lesson plans which align with stakeholder requirements and learner needs. Deliver lesson content and coursework, facilitate group discussions, attend to learner enquiries, provide feedback and ongoing support to learners. Design courseware development plans which align with curriculum design specification and develop learner user experience journey and courseware materials. Conduct new hire onboarding program. Develop, motivate and coach staff to improve performance. Managing and supervising Quality Assurance team. Conduct quality assurance training for Telesales Team. Conduct monthly coaching for individual agent to improve their sales quality. Audit agents’ sales to ensure agent adhere to guideline, provide direct feedback to agents and their team leader. Assist in investigation on dispute cases. Presentation of Monthly Quality Assurance report and Call calibration to business partners to ensure they are fully informed on the service process. Analysis daily sale report with call data, implement call scheduling. Leads management – tracking and ensuring leads being attended to in timely manner. Worked closely with Data scientist to develop leads strategy.

Promoted from the corporate rank of Executive to Senior Executive after 1st year in role. Revamped existing training material using knowledge gained from ACTA. Managing and supervising Quality Assurance team. Conduct quality assurance training for Telesales Team. Conduct monthly coaching for individual agent to improve their sales quality. Audit agents’ sales to ensure agent adhere to MSIG/CHUBB and DBS guideline, provide direct feedback to agents and their team leader. Assist in investigation on dispute cases. Presentation of Monthly Quality Assurance report and Call calibration to DBS Management to ensure they are fully informed on the service process.

UOB: Promoted from Personal Banker Associate to Personal Banker within a year. DBS: Top Sale for Mortgage in East Region. DBS: Runner-up for Top Investment in East Region. RHB: Top Sale for Premier Relationship Manager. Client relationship management in various banks. Managing the portfolio of clients, assisting them in their financial needs. Achieve monthly targets set by Team Lead.