Capability Management

Position Objective

This role is responsible for strengthening the capabilities and performance of the Education Guidance team through structured assessment, coaching, training, and continuous development.

This role identifies individual and team capability gaps, develops practical learning solutions, establishes performance standards, and provides hands-on coaching to enhance presentation, consultation, and conversion skills. The ultimate goal is to build a high-performing, customer-focused team that consistently delivers results and achieves organizational targets.

Key Responsibilities

Capability Assessment & Development

• Develop practical performance guidelines, playbooks, and working standards to maximize the effectiveness of Education Guidance Officers.
• Assess individual capabilities and performance, identify development gaps, and recommend tailored development plans for each team member.
• Conduct field observations to evaluate behaviors, skills, and performance against defined capability standards.
• Provide constructive feedback, hands-on coaching, and ongoing development support to strengthen individual and team performance.

Training, Coaching & Skill Development

• Analyze gaps in product knowledge, presentation skills, consultation skills, and closing/conversion skills to identify specific development needs.
• Design and implement targeted training, coaching, upskilling, and reskilling programs to improve performance and support achievement of team targets.
• Develop training curricula, learning materials, and practical tools for Education Guidance Officers and students participating in Guidance Department programs.
• Deliver training sessions, workshops, and on-the-job coaching to ensure that learning is effectively applied in real work situations.

Capability Mapping & Performance

• Develop and maintain Capability Mapping to identify and track the competencies required for each role.
• Establish appropriate assessment methods and performance indicators to monitor capability development and productivity.
• Conduct and support Performance Reviews against agreed targets and capability expectations.
• Use assessment results and performance data to recommend individual and team development priorities.

Process Improvement & Onboarding

• Review and improve working processes to increase efficiency, consistency, and service quality.
• Establish Standard Operating Procedures (SOPs), working standards, and best-practice guidelines for the Education Guidance team.
• Design and continuously improve the Onboarding Program to ensure new team members are equipped with the knowledge, skills, and tools required to perform effectively.

Stakeholder Collaboration

• Collaborate with relevant departments to gather key information and insights that can improve the effectiveness and quality of education guidance.
• Work closely with team leaders and stakeholders to ensure capability development initiatives are aligned with business objectives and operational needs.
• Support education guidance activities, recruitment events, and other assigned events at various locations as required.

Qualifications

• 1–3 years of experience in Training, Learning & Development, People Development, Sales Training, Sales Coaching, or a related field.
• Strong ability to observe and analyze individual behaviors, assess competencies, and identify capability gaps.
• Experience in designing training programs, learning materials, and Standard Operating Procedures (SOPs).
• Strong coaching and facilitation skills with the ability to provide practical and constructive feedback.
• Excellent communication, presentation, and influencing skills.
• Positive mindset with a genuine passion for developing people and improving performance.
• Proactive, adaptable, and comfortable working in a fast-paced environment.
• Strong ability to work effectively under pressure and against performance targets.
• Willing and able to travel to support education guidance activities and events when required.

Preferred Profile

We are looking for someone who is not only a trainer, but also a hands-on Capability Coach — someone who can observe performance in the field, identify what is holding people back, and turn those insights into practical coaching and development actions that deliver measurable performance improvement.