Assistant Programme Manager, Training
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Job Description
Get to Know the Team
As a member of our Training and Quality team within Customer Operations Excellence (Enablement), you will operate as the learning architect across Malaysia and Singapore. We are a high-impact enablement team dedicated to designing, governing, and scaling learning architectures that elevate agent capability across both in-house teams and BPO partner sites.
Get to Know the Role
As the Assistant Programme Manager, Training, you will lead end-to-end training programmes, curriculum governance, and capability development across Malaysia and Singapore. Moving beyond classroom delivery, your core mission is to convert user experience insights and operational data (surfaced by GS Strategy & Planning) into structured training roadmaps and governed curriculum standards. You will certify BPO trainers across external sites, manage programme execution, and report training effectiveness, capability metrics, and operational impact directly to your Manager and Operations Leads.
You will report directly to the Manager, Training and Quality and will be based in Petaling Jaya, where the company will have you working onsite.
The Critical Tasks You Will Perform
• You will lead the end-to-end design, delivery, and governance of training programmes across in-house and BPO partner teams in Malaysia and Singapore.
• You will translate operational priorities, policy changes, and quality performance findings into structured training plans and governed delivery calendars.
• You will lead calibration and certification programs for BPO partner trainers to ensure consistent training execution across all vendor sites.
• You will regularly audit training execution at BPO sites to prevent standard drift and guarantee compliance with Grab's operational standards.
• You will evaluate training programme effectiveness using post-training KPI tracking (nesting performance, early-tenure quality, speed to proficiency).
• You will report training results, agent capability progress, and performance impact directly to your Manager and Operations Leads.
• You will provide direct operational guidance and coaching to the Training Specialist.
Requirements
Function: Training
Experience Level: Mid-Senior Level