APAC Learning & Development Senior Manager - Retail Customer Care

Singapore, Singapore, Singapore
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200366951
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. We have an open position within Retail Customer Care for an enthusiastic, motivated and hands-on professional to collaborate with the leadership in driving learning & development operations and initiatives related to recruiting, onboarding and development of talent in the JPAC Region. Partnering with leadership and People teams, the Learning & Development Manager will define people strategy, identify and drive opportunities for talent development through talent initiatives to achieve organisational goals, thereby creating a learning organisation that is focused on building skills for the future. This role is suitable for individuals who thrive in a past paced, dynamic and evolving environment.

Key Qualifications

  • A minimum of 5-7 years experience shaping and driving training programs with visible results and 4-5 years managing a team of direct reports
  • Demonstrated ability to inspire change in a matrix organization
  • Shown experience in shaping and implementing complex regional programs and initiatives, driving and leading multiple implementation projects at a time
  • Shown ability to design and build learning plans linked to organization goals
  • Experience in a Call Centre organization is a plus
  • Excellent planning, organization and implementation skills
  • Superb verbal and written communication
  • Strong problem solving abilities
  • Demonstrated ability to work independently in areas of ambiguity
  • Ability to build effective relationships in a cross-functional team environment with demonstrated success in managing international collaborations
  • Strong listening skills and consistent attention to details
  • Deep understanding of adult learning and instructional design concepts and techniques, including design and coaching techniques and framework, and learning evaluation
  • Experience in interacting with and influencing all levels of Management
  • Ability to work a flexible schedule and embrace change enthusiastically
  • High level of ethics, values, integrity and trust

Description

- Manage and develop a team of Learning & Development experts across the JPAC region to drive consistent and high quality training and coaching design and implementations - Identify leadership and management needs and develop effective training programs to build skills for the future. - Collaborate with functional subject matter experts to identify contact center specific learning needs, execute on regional learning strategy design & implementation and organizational development initiatives - Provide leadership guidance and support to the team as needed - Ensure the proper documentation is effectively developed, stored and maintained. - Monitor implementation and effectiveness of training and development initiatives. - Contribute to designing and developing the organization to build skills for the future while creating high employee satisfaction - Serve as champion for improvement and inspire innovation and creativity in learning solution, learning technology - Partner with vendor managers in tailoring learning solutions suitable for the operation of sourcing vendors - Act as primary point of contact for regional learning needs, partner with WW strategy team, Retail Learning Development team and regional learning teams, lead regional learning strategy communication, coordination and implementation, to ensure successful project and program creation and implementation. - Manage discovery center hardwares and learning programs - Champion for best practice and knowledge sharing among learning partners to strive for innovation and consistency - Effectively manage learning reporting and evaluation for business reviews

Education & Experience

Bachelor's Degree or equivalent. Coaching/Training Qualification would be advantageous.

Additional Requirements

  • - Management and leadership experience is a must
  • - Customer focused, detail oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
  • - Drive for quality results and demonstrates high degree of determination
  • - Excellent verbal, written and interpersonal communication skills
  • - Adaptive to changing technologies, process and environments
  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.