Vitality Knowledge Management & Training, Lead

FIND YOUR BETTER AT AIA
If you believe in better, we'd love to hear from you.
WE ARE LOOKING FOR .....Vitality Knowledge Management & Training, Lead who is responsible for:
. Knowledge Management: to be responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets.
. Trainer: To be responsible for training preparation, delivery, assessing the skills, evaluations with advice for improvement.
Report to: Associate Director, Vitality
Location: Ho Chi Minh
Function: Customer Office
Role: Individual ContributorROLES & RESPONSIBILITIES:

Knowledge Management (40%)

• Defining the Vitality knowledge management strategies for both: (i) External audiences: customers & (ii) Internal audiences: staffs.
• Creating knowledge base (e.g., (1) FAQs, self-help video series for customers, (2) troubleshooting steps for Contact Center CSR, (3) Vitality 101 for staffs) and maintaining high quality, up-to-date, and searchable contents for audiences of varying skill levels.
• Establishing guidelines and coaching all type of audiences in the use of knowledge management processes and tools, and ensuring the generated knowledge is visible, available, and useful to seekers.
• Evaluating, tracking the usage, and defining efficiency of the knowledge base contents.

Trainer (60%)

• Identifying future training needs, creating curriculum, maintaining training program: products, features, and services (includes basic sales techniques, standard operating procedures, communication and troubleshooting skills).
• Developing and maintaining the following training framework outputs: Digital and print training materials (e.g., video & manuals) & Platform to monitor and ensure staffs are performing their responsibilities according to the training.

• Conducting training in the appropriate delivery methods e.g., one to one, classroom, online etc. for: (i) Newbies (ii) Identified staff that requires retraining & (iii) All staffs in the event of the process, technology changes.
• In partnership with the Distribution Engagement & Management Team to analyse training needs and conduct training program that addresses these needs.
• Identifying individual and team skills gaps. Analyse the effectiveness of all training programs to identify areas of improvement in the training framework.

Performing other responsibilities and duties periodically assigned by supervisor to meet reasonable operational and/or other requirements (if any).
JOB REQUIREMENT:

• Education: BSc degree in Education, Human Resources, or relevant field.
• Experience: Minimum of 3 years practical experience in a similar training role and / or areas of responsibility.
• Demonstrated excellent written and oral communication skills and the ability to convey information clearly and accurately.
• Proven ability to form and maintain highly effective working relationships with all levels of seniority.
• Experience with knowledge management systems, processes, and procedures.
• Creativity, Analytical, Organizational skills.
• Customer Centricity.
• Be a true team player with can-do spirit.
• Integrity, fairness & transparency.
• Leadership Essentials: Forward Thinking Entrepreneur Collaborative Challenger.