Senior Executive, Service Excellence (Training)

Position Title

Senior Executive, Service Excellence (Training)

Report To

Assistant Manager, Service Excellence

Position Summary

This role is responsible to develop and deliver Enrich training and continuous learning initiatives to ensure consistent product knowledge, service standards and operational readiness across employees and third-party service partners. The role translates Enrich products, policies, SOPs and system changes into practical training programmes, while identifying capability gaps and working with relevant business units to drive continuous learning and improvement.

Key Accountabilities

• Conduct training needs and capability gap analysis based on QA findings, contact drivers, performance gaps, member feedback and operational changes.
• Monitor training effectiveness through assessments, learner feedback, QA findings and operational observations.
• Identify recurring knowledge gaps and recommend training, process, product or programme improvements.
• Recommend improvements to training methods, content and delivery based on feedback and operational performance.
• Develop and deliver Enrich training, onboarding, refresher and upskilling programmes.
• Develop and maintain training materials, assessments and digital learning content.
• Coordinate with business units and service partners to ensure training and knowledge content remains accurate and current.
• Maintain training governance, records and digital knowledge channels, including chatbot content.
• Support capability development and knowledge sharing across employees and third-party service partners.
• Facilitate Train-the-Trainer resources to extend learning reach and strengthen knowledge consistency.

Qualifications & Experience

• Bachelor’s degree in Business, Human Resource, Education, Communications, Hospitality, Marketing or related field.
• Minimum 3–5 years’ experience in training, L&D, customer service or operational training.

Area of Experiences

• Developing and delivering learning programmes
• Developing training materials and digital learning content
• Onboarding, refresher, product/process/system and Train-the-Trainer programmes
• LMS, e-learning and knowledge management tools
• Assessing training effectiveness and capability gaps

Skills & Competencies

• Enrich products, policies, processes and systems
• Training and learning development principles
• Digital learning and knowledge management tools
• Customer service and member experience standards
• Stakeholder management
• Coaching and knowledge sharing
• Collaboration and influencing
• Strong communication skills
• Analytical and detail-oriented
• Adaptable and proactive
• Continuous improvement mindset
• Crisis Management — Intermediate
• Cybersecurity Awareness — Intermediate
• Operational Oversight — Advanced
• Regulatory Compliance — Intermediate
• Risk Management — Intermediate
• Situational Awareness & Decisiveness — Advanced
• Technical & Field Expertise — Advanced
• Application Lifecycle Management — Intermediate
• Application Performance & Availability Monitoring — Intermediate
• Application Vendor & Technology Partner Coordination — Intermediate
• Enterprise Platform Configuration & Administration — Basic
• System Integration & Interface Management — Intermediate