Mohamad Azmi
Business Learning Partner
Singapore
Summary
Dynamic and results-driven Learning and Development (L&D) practitioner and trainer with over 10 years of experience in the banking sector, specializing in contact center training and business risk compliance.
Expertise in design thinking solutions and project management facilitates effective collaboration with clients and stakeholders to achieve impactful outcomes. A strong passion for online safety, fintech, payment solutions, and customer service, combined with a solid understanding of BPO business acumen, supports the delivery of tailored solutions for both government agencies and private sector clients. Certified in the WSQ Advanced Certificate in Training and Assessment (ACTA), committed to fostering growth and excellence in training environments.
Overview
21
21
years of professional experience
Work History
Senior L&D Executive
TDCX
08.2024 - Current
- Design, develop and deliver training policies, procedures and programs for clients.
- Managing new learning projects
- Conduct in-house training in the area of behavioural skills, telephone etiquettes, selling skills and other soft skills
Asst Manager (Training & Quality)
Genpact
01.2020 - 03.2024
- Lead & manage a team of trainers across Singapore & Hyderabad to provide training support for teams of Content Moderators working in the space of Trust & Safety workflows ensuring the teams achieve their full potential and maintain high standards & quality of work.
- Monitor and Report learners’ door-to-floor performance by working with data to conduct root cause analysis for any areas of improvements and/or identify any outliers in order to design and apply action plans to rectify and mitigate future performance gaps.
- Serve as the point of escalation for complex customers issues, ensuring prompt and satisfactory resolution
- Lead and implement change management for Core Competency Framework, Performance Management and On-boarding Management.
- Provide consultation over L&D systems, processes and best practices sharing for our clients and parent company
- Experience in conceptualizing, developing framework and executing HRD plans to meet organizational needs
- Organisational and planning skills to manage time and to meet deadlines and objectives
- Self-motivated and able to handle multiple tasks with drive to deliver timely outcomes
- Adept in leading cross functional team and delivering results through others.
- Adept in taking new learning projects from inception and collaborating with Project managers to generate insights/create robust protocols and ensure training logistics are planned and executed to meet project timelines
Learning & Dvt Executive
Tele-centre Services Pte Ltd
01.2017 - 01.2020
- Independently conduct in-house training in the area of behavioural skills, telephone etiquettes, selling skills, product knowledge and other soft skills.
- Implement training programmes as per training calendar. - TNA > Create a service skills workshop > EDRA
- Coach and facilitate organizational learning and personal development.
- Perform skills and knowledge verification and certification of Customer Care Officers.
- Perform quality audits on customer transactions i.e. monitoring of phone calls, emails, web chats, data entry and other transactions handled by the call centre representatives.
- Align, review and improvise on internal quality standards and procedures.
- Calibrate transaction monitoring with assessors.
- Perform checks on the efficiency and effectiveness of quality processes.
- Analyse data relating to quality audits, customer feedback and work with relevant business units to improve service quality.
- Perform root cause analysis and recommend changes/enhancement for continuous improvement.
- Achievements: Spearheaded ISO 9001:2015 surveillance audit for working year 2017 and 2018.
- Redesign and align the induction program across Tele-centre. The induction program encompasses core modules addressing competencies in Human Resource related matters, policies in compliance to industry practice & standards, Customer Service Skills and Product Knowledge. These modules ensures that the new joiner is acclimatized to operational needs. The material were jointly developed with all stakeholders (Department Managers, Team Managers, Clients) to ensure materials were contextualised to end-user’s needs.
- Promote a culture of a talent driven environment with succession planning for every leadership roles where respective appointment holders will mentor their respective direct reports who display potential for growth. This ensues business readiness and continuity in the event of attrition and builds morale through grooming of talents.
- Represented Tele-centre to compete in Contact Centre Association of Singapore awards for Best Contact Centre Trainer category.
Business Risk & Compliance Officer
Hong Kong and Shanghai Banking Corporation
01.2015 - 12.2016
- To mitigate risk and minimize overall business risks for RBWM business by: - Identifying / tighten key process gaps/lapse
- Drive process standardization
- Regular review of compliance / information risk / investigation cases to ensure total compliance to regulatory guidelines to mitigate financial losses Provide advisory and business support to RBWM from a risk and control perspective.
- Actively identify risk controls that are not performing strongly and mitigate risks to minimize adverse business impacts for SGH
- RBWM. Review and ensure processes are updated and align to Group Guidelines
- Ensure business areas have good understanding of Group guidelines, Global Standards/ Anti-Money laundering regulations, Information security risk and assist in the provision of relevant training, where necessary
- Conduct annual review on systems access and authorized all limits accorded to Retail Banking staff
- Voucher Signing Limit
- Authorized Approval List
- ASP400 system access review
- Remote working access Review
Academy Manager
Hong Kong and Shanghai Banking Corporation
01.2010 - 01.2015
- 10 years of experience in a call centre environment encompassing growth from an entry level staff - Bank officer Responsible for Facilitating day to day Call centre Operations requirements/ UAT Projects - Academy Manager responsible for the centre’s onboarding and training needs - AVP Business Risk & Control , responsible for mitigating risk and minimize overall business risks for Retail banking business .
Contact Centre staff
Hong Kong and Shanghai Banking Corporation
01.2005 - 01.2010
- Facilitate day to day Call centre Operations requirements
- Approving officer (Review Customer account Maintenance)
- Handle escalated customer correspondence.
- Support call centre Quality & Training team in Knowledge Management and conducting Internet banking handling Training
- Ensure there is a clear understanding within the region of procedures, products and promotions among other information for handling customer enquiries for Personal banking customers Adhoc business support to Online channels department as a User acceptance Tester
- Adhoc Functions: Work closely with channels management as Business support for Internet Banking Project implementations
- User acceptance Tester (UAT) for Internet Banking Projects
- UAT Role: Simulate and document test cases through UAT testing environments.
- Defect management of testcases, maintain project stake holders expectation.
- Post UAT implementation role: Knowledge management, prepare training material and conduct training for Call centre staff.
- Work with Business users (Online channels) to improve their material related to customer enquiries by constantly providing suggestions and forwarding customers’ feedback pertaining to the Internet banking portal interface
- Past projects: Internet Banking Security Device migration. (New Transaction signing pin protected token)
- Internet Banking Global View (Global Platform for viewing Cross Border Accounts held in various HSBC countries & Global online Cross Border Telegraphic Transfer within accounts held in various HSBC entities)
- Mobile Banking (Internet Banking)
- Online Unit trust(Internet Banking)
- Achievements: Instrumental in Post implementation role: Knowledge management, conduct training for Call centre staff. (local and outsourced call centre resources )
Bank Officer
Hong Kong and Shanghai Banking Corporation
09.2007 - 08.2008
- Facilitate day to day Call centre Operations requirements
- Approving officer (Customer account Maintenance)
- Handle escalated customer calls and correspondence
- Member to specially-formed quick-reaction taskforce to handle ad-hoc special projects and “special incidents” handling (e.g Mini bonds information line, Card frauds)
- Achievements: Awarded CEO (Silver award) for excellent ad-hoc assistance rendered to Trust Services department in handling investor calls.
Customer Care Associate
Hong Kong and Shanghai Banking Corporation
09.2005 - 07.2007
- Handle customers’ enquiries and conduct investigations for individual and corporate customers & act according to service recovery. Well-versed on a range of banking products/services, i.e. General banking products,Internet Banking, Credit Cards, Premier customer proposition. Skilled handling of a range of specialized Bank applications, IBM AS400, Credit card systems (OHC/Echamps),Telegraphic Transfers and Internet banking systems.
Education
Diploma - Mechatronics
Singapore Polytechnic
Diploma - Fintech
PSB Academy
SingaporeSkills
- Lean Sigma Green Belt Certified
- ISO 9001 Internal Quality Management System Auditor Certified
- WSQ - Advanced Certificate in Training and Assessment (ACTA)
- Addie Model
- Kirkpatrick’s Evaluation Model
- Training Needs Analysis
- Blooms Taxonomy
- 70:20:10
- Facilitation
- Agile
- Kanban
- Kaizen
Timeline
Senior L&D Executive
TDCX
08.2024 - Current
Asst Manager (Training & Quality)
Genpact
01.2020 - 03.2024
Learning & Dvt Executive
Tele-centre Services Pte Ltd
01.2017 - 01.2020
Business Risk & Compliance Officer
Hong Kong and Shanghai Banking Corporation
01.2015 - 12.2016
Academy Manager
Hong Kong and Shanghai Banking Corporation
01.2010 - 01.2015
Bank Officer
Hong Kong and Shanghai Banking Corporation
09.2007 - 08.2008
Customer Care Associate
Hong Kong and Shanghai Banking Corporation
09.2005 - 07.2007
Contact Centre staff
Hong Kong and Shanghai Banking Corporation
01.2005 - 01.2010
Diploma - Mechatronics
Singapore Polytechnic
Diploma - Fintech
PSB Academy