Responsible Banking Talent Academy & Apprenticeship(m/w/x)

## Job Description As the Associated-Director in the Customer Care department, you will be in charge of the Banking Talent Academy (BTA) and apprenticeship program “Customer Dialog Specialist”. Reporting directly to the Vice-Director, you will be in charge of the supervision of the operational activities and the people management in accordance with your senior management. **Key responsibilities** Team Management: * **Leading and supporting a team of 4-7 member:** * Fostering a positive work atmosphere where employees feel motivated, valued, and connected to the team and the organization. * Promoting collaboration, trust, and cohesion among team members * Providing support for personal and social challenges * Addressing any potential conflicts among team members to your senior management and/or HR Partner * Supporting employee growth through training, mentorship, coaching, and advancement opportunities. * Preparing the talents and apprentice for qualification procedures (e.g. practical exams) * **Hiring:** * Leading the recruitment process with your Talent Acquisition Partner * Ensuring new hires are properly introduced to the team, the organization, its culture, policies, and their specific roles. * **Performance Management:** * Setting performance expectations, providing feedback, conducting performance reviews, and addressing any performance issues. * **Conducting under performance process** with the help of your Senior Management and HR Partner. Operations Management: * Introducing talents and apprentices to the company and its processes * Overseeing the planning of training & overall organization of the BTA program * Working closely with training supervisors across multiple departments and ensuring the training schedules are followed and on track * Creating and continuously updating the learning content * Teaching essential skills in customer communication, products, and systems * Creating individual training plans based on the apprentice curriculum * Organizing weekly and monthly assessment of learning progress * Developing soft skills such as communication, conflict resolution, and stress management * Providing support and implementing measures to help overcome academic or work-related challenges ## Qualifications * Completed vocational and practical trainer course * Minimum of 2 years track record in coaching talents and/or apprentice * Experience in running education programs * Strong knowledge and previous experience in customer service * In-depth understanding of customer service operations and business processes * Strong project management and organizational skills * Excellent interpersonal skills, results-driven and team player * Excellent communication and presentation skills * Genuine passion for employee development