Minimum Skills to Hire:

· Minimum 1-2 years experience in managing training team

· Training and Coaching experience

· Analytical and Problem-solving skills

· Emotional Intelligence

· Client & Stakeholder Management

Overall Responsibilities:

• Supervise Training Team: Manage and support a team of trainers, providing guidance, feedback, and professional development opportunities focused on e-commerce.

• Develop Training Programs: Oversee the creation of training materials and programs that align with organizational objectives and industry standards, specifically for e-commerce platforms.

• Conduct Training Sessions: Occasionally lead training sessions to stay connected with the training process and understand the needs of trainees in the e-commerce space.

• Evaluate Training Effectiveness: Assess the effectiveness of training programs through feedback, performance metrics, and observation, making necessary adjustments to improve outcomes.

• Ensure Compliance: Ensure all training programs comply with relevant regulations, standards, and organizational policies related to e-commerce.

• Governance Management: Manage the governance aspects of the training business, ensuring adherence to policies and standards.

• BEST T&D Execution: Master and ensure strict execution of the BEST T&D approach (Plan, Do, Act, Check).

• Training Needs Analysis: Conduct Training Needs Analysis (TNA) and measure the results to ensure training effectiveness.

• Trainer Observation: Observe trainers using the Training Observation Form to ensure quality and consistency.

• Planning and Decision Making: Demonstrate strong planning and decision-making skills to effectively manage training programs and trainers' schedules.

• Client Management: Exhibit excellent client management skills during business reviews and both offline and online client interactions.

• Escalation Management: Handle escalations effectively, ensuring timely resolution and maintaining customer satisfaction.

• KPI Scorecard Management: Ensure all trainers pass their KPI scorecards and are developed on their opportunities.

• MyTP Compliance: Ensure the MyTP compliance score of everyone in the program is at 100%.

• Training Initiatives: Continuously create training initiatives to provide added support to operations.

• Collaborate: Work with other departments to identify training needs and develop customized training solutions for e-commerce operations.

• Stay Updated: Keep up-to-date with the latest trends, tools, and best practices in e-commerce.

• Report: Prepare and present reports on training activities, outcomes, and improvements to senior management.

• Experience: Proven experience in Content Moderation and training & development, with at least 2-3 years in a supervisory role.

• Leadership Skills: Strong leadership and team management skills, with the ability to motivate and develop a team.

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and engagingly.

• Analytical Skills: Ability to analyze training data and provide actionable insights.

• Organizational Skills: Strong organizational and time management skills, with the ability to manage multiple projects simultaneously.

• Governance Knowledge: Understanding of governance principles and practices in a training context.

• BEST T&D Proficiency: Proficient in the BEST T&D approach and its execution.

• TNA Skills: Skilled in conducting Training Needs Analysis and measuring training results.

• Observation Skills: Ability to effectively observe and evaluate trainers using standardized forms.

• Client Management: Strong client management skills demonstrated during business reviews and interactions.

• Escalation Management: Proficient in managing escalations and ensuring timely resolution. Preferred Skills:

• Training Domain Expertise: Deep expertise in the training domain, including methodologies, tools, and best practices.

• Technical Proficiency: Familiarity with e-commerce platforms, tools, and training software.

• Industry Knowledge: Understanding of e-commerce strategies and platform-specific best practices.

• Public Speaking: Excel in public speaking in front of groups and leading interactive sessions.

• Adaptability: Flexibility to adjust training methods based on the audience's needs and feedback.

• Language Proficiency: Proficiency in the English and Bahasa Malaysia, language(s) required by the program being supported