Learning & Development Manager
FASSCO Catering Services LLC
Total years of experience :10 years, 8 Months
- Mobilization Team Member to develop training program content for CCAD Client - Food Services Department
- Collaborate with CCAD-Client Learning & Development, and Emergency Planning Teams on program delivery and ensuring 100% compliance on mandatory programs for Caregivers
- Coordinate with internal Heads of Department on departmental training programs for delivery / cascade, and provide feedback on Caregivers’ training progression
- Managed training calendar and records of CCAD-deployed Caregivers
- Submit and report training completion for audit to CCAD-Client - Learning Management System (LMS) Team
- Liaise with external training providers on the course program logistical preparation, delivery and reporting
- Prepare weekly internal report on training programs, resources and delivery
- Provide end-to-end internal and external training program administration and coordination
- Developed New Employee Orientation (NEO - Management Level) program catering to cross-cultural and functional groups from Singapore, Australia and India
- Developed Document Control System for Company standard implementation
- Re-writing of business processes, policies, and training requirement for Australia Business Unit
- Created training packages on topics relating to Health & Safety, Environment and Quality (HSEQ-Australia)
- Structure and mapping of Training Passport to capture employee training curriculum, record and progression
- Collaborated with Department Leaders, and provide ad-hoc support as required
Strategic Role
Talent Management / Learning & Development
- Core Team Member in the regional rollout of Competency, Performance Management, and Learning & Development strategic projects from concept instigation to implementation
- Assisted in the development of Core/Functional Competency behavioural descriptors and levels
- Pro-actively developed and maintained relationships with key business leaders to identify training needs; organized product trainings in collaboration with the technical SMEs in the region
Regional Administration
- Single point of contact for Division compliance trainings in Asia, including administrator task for US Online Legal - Integrity Interactive platform
- Initiated L&D policies and admin process review for enhancement and regional implementation
- Managed trainer pool and training records, ensuring 100% compliance on mandatory programs
- Liaised with suppliers/vendors on proposals; performed end-to-end course program management, logistics and other preparations required for trainings conducted locally and overseas
Training Delivery
- Conducted New Hire Orientation program for multi-level audiences from different functional and cultural groups
- Delivered Ethics compliance program (Local HQ - 80%; Regional - 100% Singapore); created Facilitator’s Guide for Trainer Candidates; assisted in stages of Train-The-Trainer program
- Facilitated Feedback/Focus Group Discussions (FGD) for Singapore Market Unit on Employee Opinion Survey (EOS)
- Created modules and delivered systems walkthrough sessions for business users across Asia
Special Projects
- Process author for Training Bond policy for standard implementation in Asia
- Process automation design and deployment aligned to Talent Management projects:
• Automated on-boarding process evaluation/survey; Training Needs Analysis (Technical and Behavioural TNA)
• Mapping and deployment of mandatory US Online Safety training
- New Hire Orientation Kit / L&D Intranet Site Management (including database and course materials library)
Account Description
Handled four (4) programs with seven (7) Trainers under Customer Care Service Delivery group (CCSD)
- Managed training programs for all aspects of client’s projects, including soft and technical skills
- Reviewed training delivery, as well as coach and develop trainers
- Prepared internal and external training reports
- Weekly and monthly planning related to training resources
- Assessed and provided feedback on trainee performance
As Instructor (Customer Care and Sales Training Group - 2003 to 2006)
- Designed training modules vital to company objectives
- Delivered training sessions for multi-level audiences coming from different functional groups
- Conducted Basic Operations Training for New Hires
- Delivered courses on new and existing systems, products and services, policies and business processes in compliance to Sarbanes and Oxley Act (SOA)
- Performed Training Needs Analysis (TNA) to asses learning and development needs
- Identify performance gaps and recommend / develop solutions
- Subject Matter Expert on Systems Training with related policies and business processes
As Customer Care Officer (2000 to 2003)
- Assisted potential customers; ensure retention of existing subscribers; and promote Value Added Services
- Processed requests, and channels feedback service for resolution and fulfilment in the shortest possible time
- Collaborated with specific departments for escalation and resolution of more complex problems
