Sabrina Diana Koshy

Formulating training solutions that may include training prioritization, skills/competencies need assessment, target audience analysis, development of learning and training objectives, curriculum design/learning journey mapping, success profiles, competency model application, training interventions/action plans, and/or application of standardized learning tools. Identify emerging future skills needs, build and implement learning solutions to equip employees with those skills. Focus on aligning capabilities with future organizational goals, integrating new technologies and methodologies, and fostering a culture of continuous learning and development. Establish & maintain key stakeholder relationships & proactively provide learning development and knowledge management value. Develop & deliver to the learning development & talent strategy support the talent requirement for the GBS hubs of Malaysia and Pune. Developed and implemented talent development programs. Created succession planning, coaching, self advocacy and upskilling initiatives that improved cross functional collaboration, promotion & talent awareness. Facilitate the development of learning curriculum, linking to core competencies & career progression of all job families in GBS. Coach leaders, provide team development solutions to support effective collaboration and high performance. Develop, create & provide training plans to appropriate teams based on effective performance consulting and needs analysis. Managing the HRD Corp fund utilisation and strategy for the business by working closely with external training providers.

Planning & development of the annual professional development plan and calendar to meet national and divisional objectives through research and identification of the professional development needs of all members. Review of member database and demographics to craft and design annual training and development plan. Identifying new and relevant PD products for the year to be delivered to the members, relevant speakers for the respective products and suitable nationwide locations for the PD events. Fixing the events accordingly into the training calendar and make sure that it is best suits our members and fits into the organizational strategy. Robust plan that encompasses the needs of members especially since the aim is to provide members with access to education and continuing professional development resources that help to build their currency of knowledge with pertinent info and latest updates. Effective and efficient conduct of PDs o ensuring that CPD events meet the budget for each month. Overseeing and ensuring that all payments (inflow and outflow) are smooth and within budgetary constraints. Manage the professional development budget by controlling and managing variances and report on the budget achievement, both financial and non-financial, to the Senior Manager PD and General Manager-Malaysia. Collaboration with other Regulatory Bodies/ Professional Bodies/ Third Party. Liaising and working closely with other regulatory or professional bodies on collaboration efforts. Organise and plan the annual CPA Congress and this includes developing the program jointly with Senior Manager PD and Regional PD consultant, sourcing of speakers and subsequent liaison and coordination with speakers, working with member marketing on marketing of congress in the planned timeline, formulating the sponsorship packages and subsequent liaising with sponsors, production of on-site collaterals, venue coordination and onsite delivery to ensure the smooth running of Congress.

Designing a globally consistent training curriculum and standardized training materials, working with the global AML Training Lead and Training Facilitators across other regions. Facilitating training for new and existing regional AML staff in the areas of money laundering and counter terrorist financing, its associated regulations, and methods and systems used to identify suspicious behavior. Designing, development and executing of the hub’s annual training plan, which includes all required annual training, AML trends-based and country specific training for the region, and business-specific training. Ensuring compliance with global standard policies, procedures and tools for course design, content, and execution Maintaining training records to ensure compliance with training and audit standards, attendance requirements, and address performance concern with remedial training as necessary. Liaising with Operations, Compliance and Technology teams to ensure that training is up to date with process, regulatory, policy and systems developments and that it reflects local requirements. Responding to all internal & external audit and regulatory requests for training information, drafting responses to any findings.

Set appropriate standards for training culture within the organization by enforcing the training guidelines and etiquettes. To conduct DOTP & D1R training programs as per scheduled training calendar and to ensure that all staff complete their learning roadmap as per the timeline given. To complete all MIS reports required from time to time and to ensure its accuracy and submission as per the deadline given. To ensure that all local training materials (slides, assessment and handouts) are current by getting a half-yearly update from the respective business units and consolidate all updates accordingly. To develop, analyze and implement a training needs analysis for different business functions & levels throughout the organization. To ensure that all training standards are in sync to the compliance guidelines and all staff are monitored to ensure adherence to the requirements. To manage a team and to ensure that their training delivery, work ethics, welfare, consistency and deliverables are within the stipulated job description and requirements. To ensure the smooth delivery and timely schedule of annual refreshers – compliance and products for all staff in all regions. Managed a project which involved recruiting visually handicapped telesales staff for the company. To ensure that the sales staff and managers learning roadmap is completed as per Group stipulated timelines and the effectiveness of training is monitored by obtaining regular feedback from participants and their respective line managers.

To manage the product design stage, development of ideas and concepts, identifying target market, obtaining distributors feedback, project sales volume and preparing and presenting new product proposals for management approval. Responsible in the product development, refinement and distribution process. To assist to conduct training on the new products, review training materials and provide technical support to the agency force and customers

Developing and customizing training material for new insurance products which consist of Life, General, Investment Linked, Takaful and Medical insurance products. Developing and customizing training material for IT system (Point Of Sales) training. Conduct training on new insurance products, tutorials for new recruits on industry exams (Malaysian Insurance Institute) and induction training of products for new recruits. Conducts sales system training & system testing. Performing market survey & research, specifically focusing on target markets & competitors analysis. Conduct & develop e-learning courses & materials for new system implemented for company. Creating flyers and campaign sales kits. Supporting all bank sales staff on issues dealing with insurance product & IT system knowledge. To source for external trainings to improve the needs of the staff & further improve staff performance.

Recruiting IT staff for the company’s clients. Handling HR issues for recruited agents, leaves, MCs, OTs & appraisals. Call monitoring for the clients IT Call Center, making sure that the agents are following the scrip and the IT/Soft skills criteria. Soft skills development and training for agents in the IT Call Center. Provide instant feedback to staff on their performance and develop programs for them to improve in their work. Report back to the Supervisor & Team Leads on the progress of the helpdesk agents. Counseling for staff on work related issues. Conduct training for staff, on IT skills, Soft Skills, ISO training and Total Customer Experience programs. Provide induction for new staff & refresher courses for existing staff.

Software/System implementation & setup at clients site. Troubleshoot and isolate hardware, software and network faults, and resolve them via phone, email or direct walk in. Respond to users within the agreed upon response time and ensure that all problems escalated are resolved within the stated service level agreements. Providing software training for system users regarding the new system that they will be using. System testing (test lead at module testing & integration testing). Preparing test plans, test cases, test scenarios, integration test cases, user manuals, system design specifications and test summary reports. Obtaining & overseeing new/change of requirements in existing/new systems as requested by the customers or management. Liaising directly with clients to update them on the status of the project.