Careers at Symbos

Learning & Development Consultant

Permanent Role

The Learning & Development Consultant will be responsible for ensuring that all members of RCL Services Pte Limited are trained to effectively carry out their duties in a competent manner.

• To ensure staff are inducted into the company in a professional manner
• To act as a Leader for any trainee groups during the induction period, or as required by the operations
• To develop and deliver a range of learning & development programs identified within the agreed annual RCL Services development program
• To facilitate a range of learning & development programs
• To participate in conceptualizing, developing & evaluating RCL Services learning & development program

Specifically, this may involve tasks such as:

• Positively contributing towards the achievement of business objectives by coordinating and delivering learning & development programs across all business units
• Presenting Orientation sessions for new staff (both full-time and after-hours) and ensuring relevant documentation and records are retained in the Quality Assurance System, & delivering learning & development programs according to an agreed schedule
• Consulting with leaders and individuals to analyze the learning requirements of staff, identifying minimum skill/competency requirements for each position
• Developing suitable learning & development programs to address any inadequacies across the business, both for face-to-face delivery methods and online delivery methods
• In conjunction with appropriately qualified contributors, coordinating the ongoing review and maintenance of learning & development programs 
• Assuming the role of Leader for new groups of employees (both full-time and after-hours), including supervising, taking any escalated calls, coaching, call audits, performance counselling, and discipline until new staff are handed over to their assigned leader
• Reviewing learning outcomes with trainees and leaders, and refining the learning & development programs as required
• Assess requests from Leaders who have identified ongoing learning and development needs for staff and develop individual learning plans
• Proactively influencing a genuine “learning culture”
• Developing staff as a flexible and multi-skilled workforce
• Contribute to the transition of inexperienced inductees to competent collections staff 
• Achieving high success rates by retaining new staff and reducing turnover
• Maintain and update learning & development programs in line with legislation & company practices
• Measure improvement in performance by reviewing results, assessment of operators & feedback from leaders, and generally assess the value of the learning & development programs
• Ongoing coaching of staff where required
• Collaborating with other People & Culture team members to ensure the projects in the People & Culture Business Plan are delivered promptly and of a consistently high standard
• Assisting with the recruitment and selection of new staff

To secure this role, you will have:

• Knowledge of, and adherence to, workplace policies and procedures
• Knowledge of the principles of RCL Services collection processes and procedures, Client Service Level Agreements, relevant legislation, and best practice models of debt collection
• Advanced knowledge of RCL Services functions and systems
• Ability to mentor, coach, and give constructive feedback to staff
• Ability to assess & report on the new inductees' competency and communicate to relevant stakeholders in a timely and effective manner
• Ability to proactively market and communicate People and Culture initiatives
• Outstanding facilitation skills
• Ability to conduct regular analysis of learning and development needs, and recommend appropriate learning solutions
• Ability to monitor, evaluate, and report on learning & development program outcomes effectively and communicate to relevant stakeholders
• Strong project management skills
• Resilience - able to maintain good spirits even in demanding circumstances. Accepts criticism without becoming defensive or upset
• Results Orientation - Takes responsibility and accountability for achieving required actions and outcomes; is keen to see tasks through to completion. Demonstrates capacity for sustained effort and is highly motivated to achieve goals
• Seen in the business as a role model for demonstrating and living the values and behaviors
• Always maintains strict confidentiality
• Proven ability to self-motivate and be self-directed

In addition, you will be considered a role model for the company's values.

If you are ready to take the next step in your career, don’t miss this opportunity! To apply, click Apply Now!