- Partner with HR and the Talent Management and Organizational team to create a systemic platform for training, talent development, and career progression at Zoom to ensure our employees benefit from the best programs and achieve their goals. - Design the systems, processes, and capabilities within the organization to drive talent and performance management and leadership development, in support of our long-term strategy & growth plans. - Implement how we create, curate, and deliver development experiences and learning paths - Consult and provide strategic direction with internal stakeholders to assess needs and activate .training courses or develop specific L&D initiatives where appropriate. - Assist in obtaining, organizing, or developing training procedure manuals, guides, or course materials, such as handouts or visual materials. - Assist in designing curriculum, facilitate training courses, and provide the tools to advance the careers for Zoomies.

Recruitment - Perform job and task analysis to document job requirements and objectives - Source and recruit candidates by using databases, social media etc - Screen candidates resumes and job applications - Conduct interviews using various reliable recruiting and selection tools/methods to filter candidates within schedule - Onboard new employees in order to become fully integrated - Provide analytical and well documented recruiting reports to the rest of the team - Act as a point of contact and build influential candidate relationships during the selection process - Promote company’s reputation as “best place to work”Engagement - Develops new and innovative ways to engage with employees including seekingand acting on their feedback to identify the most effective methods. - Achieves KPIs for retention of employees and improved engagement. - Provides approachable and professional support to employees by phone, email andin person on all employment matters or personal issues that may be impacting atwork. - Conducts a buddy support role for new recruits to the Group. Engaging with new hire employees on a regular basis during their first days, weeks and months with the Organisationand acting on any areas of concern. - Delivers a presentation at each induction session and the Organisation’s commitment to engagement. - Facilitates regular Employee Focus Groups to seek views and feedback on key businessissues. - Drive out annual Employee Surveys to all employees and to collate responses anddevelop an action plan for improvement. - Works with the Group HR Manager and Recruitment Manager to improve the overallemployee experience from the recruitment process to end of employment. - Supports cultural change across the Group

- Acts as a single point of the contact for the employees and managers in the business unit - Proactively supports the delivery of HR Processes at the client’s side - Manages complex and difficult HR Projects cross-functionally - Builds a strong business relationship with the internal client - Actively identifies gaps, proposes and implement changes necessary to cover risks - Recruits personally the key talents for the internal client - Facilitates the management team to bring best solutions for employees - Acts as the performance improvement driver and provokes positive changes in the people management - Designs and maintain organization vitality charts as the performance of the business unit improves - Designs succession plans for key talents and key job positions - Challenges the organizational structure of the internal client and proposes changes - Acts as the member of the HR Management Team

- Supervise trainers and make sure that training needs are met- Attending weekly client calls and discuss the metrics and training calendars- Updating the learning portal initiated for the campaign- Ensures training processes are inspected regularly- Conducting follow up sessions with the team for continuous improvement- Performs TNA to identify controllable opportunities in account performance- Formulate teaching outlines and determined instructional methods such as individual training, group lectures, demonstrations, role plays and workshops.- Coach direct reports and come up with action plans for performance improvement- Conduct weekly meetings with direct reports to keep them up to date with the direction of the account- Spearhead value added for the account- Spearhead trainings for the development of the training team

Job Description - Partners with key stakeholders to design development programs/strategies to support business initiatives and improve organizational effectiveness. - Brings thought leadership on current trends and practices in the area of leadership development, especially as it pertains to development of technical professionals. - Leads the needs analysis process to acquire critical data and requirements for successful learning and business results and identify learning outcomes based on audience needs and strategic goals. - Collaborates with subject matter experts to design cohorts and develop courses, including reusable learning objects and related materials for a variety of delivery methods (i.e. live instructor-led classroom, live instructor-led virtual, self-paced eLearning, etc.) - Partners with executives to help shape the cohort experience and to meet business needs, as well as to help prepare executive partners for facilitation and delivery. - Evaluate technology solutions for use in the learning environment and implement selected solutions. - Provides instructional design leadership for the team by maintaining standards and processes related to learning materials. - Delivers instructor-led leadership courses to managers and professionals virtually, and facilitates cohorts in partnership with executives. - Leads project teams on the design and implementation of cohort programs to include managing all project elements. - Evaluates and/or oversees contractors or vendors to develop and/or administer training programs.

- Facilitated training for new hires- Evaluated training needs for the account- Conducted training sessions on identified opportunities- Tracked 30, 60, 90 day performance of New Hires- Rolled out Monthly Assessment for certificate of learning on process and policy updates- Designed training materials such as agenda, participants guide, facilitator's guide and modules for New Hire, Up Training, Recursive and Online Classes - Conducted T3 sessions with the client- Assisted with new and current campaigns of the organization

- Provided support to customer service representatives during GradBay or Nesting.- Prepared TNA for all the agents who graduated GradBay.- Rolled out weekly assessment for GradBay candidates before hitting operations.

- Delivered outstanding customer experience.- Provided exemplified team initiatives in improving KPIs.- Helped team lead with TSAT Analysis with competitors.- Excelled with Quality Scores.