CS Training Lead

About GoTyme

GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme's globally proven digital banking technology and hands-on experience building South Africa's leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.

At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.

About the role

The CS Training Lead is responsible for ensuring that every Personal Banker (PBs) and/or GoTyme employee will have a great training experience and be equipped with the right knowledge and so good experience, that our customers are happy interacting with our PBs when handling GoTyme services and products, that they endorse GoTyme Bank to their families and friends.

Contribute to 123 Go Human Program (CS Promise), this includes but is not limited to:

• Customer Awareness
• Internal Customers
• External Customers
• Financial Literacy Campaigns
• Strategy and Roadmap based approach
• CSA Training and Certification Program

Lead the GoTyme Bank Immersion Program:

• Tools training: Athena, Telephony, Email, and Chat Handling
• Customer Handling skills
• First Call Resolution training, etc.

Help build a Customer First Mindset:

• All Training and learning sessions should be anchored on our goal of being the #1 Bank with Excellent Customer Service.

Customer Awareness:

• Develop and implement education and awareness campaigns:
• General Customer Awareness
• Financial Literacy
• Cyber-Security Awareness
• To be coordinated with Cybersecurity and other relevant teams

Other Training Support

• Conduct regular training needs analysis in coordination with your manager.
• Develop Periodic Refresher courses.
• Support the training manager in CS, Sales, and Enterprise training when the business requires.
• Develop a training so great that our customers will talk about their experience with our CS and Sales Team online (Social Media) and promote us to their friends and family.

Employee Training / Onboarding:

Develop Training Models/Structure, Modules, and Manuals for Customer Support, including but not limited to:

• Initial employee onboarding
• Special employee refresher courses

Must haves

• 3+ years of experience in building and rolling out highly effective training programs for areas related to customer service, retention and sales.
• Highly experienced in developing training models and structure, developing learning methodologies and modules, and performing training-needs analysis (TNA).
• Excellent communications, facilitation and presentation skills (in-person and online).
• Start-up mindset. Comfortable with Ambiguity. With can-do attitude.
• Background in Telecommunications, Logistics, Financial Services, Banking, Technology, and related industries preferred.
• Willing to travel and conduct field work.
• Amenable to flexible work hours. Hybrid working setup (50% onsite/50% WFH)