About the role
The Executive for Service Quality is responsible for designing and delivering training programs to enhance service excellence across SMRT's frontliners and operations employees. This role involves developing curriculums, digital learning resources, and coaching service champions.
TransportOnsite
Key Responsibilities
- Design the learner's experience and journey, analyze the appropriate learning delivery modes, and identify opportunities to integrate learning technology and systems.
- Design and develop curriculums and courseware that are relevant, effective and maintain high standard of operational, technical and service excellence competencies.
- Conduct Learning/Training aligned with stakeholders and organizational goals.
- Design and develop digital learning resources for blended, self-directed and bite-sized learning
- Coach and mentor service champions with train the trainer programme.
- Consolidate monthly feedback review from station ops to review performance
Requirements
- Degree in any discipline with a minimum of 2 years of relevant work experience in learning and development role
- ACTA or ACLP-certified or equivalent qualification, with good knowledge of SkillsFuture initiatives and Skills Frameworks
- Experience in the instructional design process with working knowledge of adult learning concepts and technique
- Familiarity with various training models such as online, blended, workplace learning
- Good knowledge in Skills framework, with preferred experience in WSQ/Skills Framework courseware development and accreditation
- Familiarity with issues pertaining to copyright regulations in curriculum
- Ability to build strategic working relationships with groups and individuals with diverse or competing interests or diverse perspectives
- Organized, meticulous, and able to multi-task in a dynamic environment.
- Strong team player and resourceful individual with a keen desire to innovate
- Good communication (written and verbal), interpersonal and leadership skills.
- Good to have knowledge in Adobe Photoshop, Illustrator, Premiere and Articulate Storyline.