CSM - Training & Development, Senior Specialist

The role is responsible for improving employee productivity by assessing company-wide developmental needs and arranging suitable training for Call Center staff and agency personnel. It covers functional skills and service mindset training for new hires and existing employees, including monitoring, evaluation, continuous improvement, and learning tools to verify CSR knowledge and service skills.

The specialist also supports talent and recruitment activities, including assessment methodology, academy programs, coaching for high-potential employees, feedback on readiness for higher roles, and participation in candidate assessment and interviews. Additional methods include external training, conferences, online learning, mentoring, and self-learning.

• Identify training needs and design training roadmaps

• Deliver functional skills and service mindset training for new hires and existing staff

• Monitor and evaluate training, improve programs, and create learning tools

• Support assessment, academy programs, coaching, and high-potential development

• Advise on recruitment, candidate selection, assessment tools, and interviews

• Relevant training and development experience is not stated

• Must be able to deliver training and coach employees

• Must support recruitment and selection processes

• Criminal background check is required after the selection process under AIA recruitment policy

After completing the selection process, the successful candidate must undergo a criminal background check before joining the company. Criminal record information is retained according to AIA's PDPA policy.