Yogasheni (Yashu) Sockalingam

Supporting the Head of Learning & Talent Development in identifying and implementing targeted learning and talent interventions aligned with business objectives. Manage and deliver key learning and talent initiatives, ensuring strategic alignment with organizational goals. Led the governance, development, and revision of relevant policies to support talent development and ensure continuous improvement.

Learning & Talent:

• Identify skill-based learning interventions though consultation with the business and recommends effective interventions, ensuring prudent training budget management
• Support in interpreting analytics, business, and economic trends to help in decision making and learning interventions development and deployment
• Ensure that learning interventions are aligned to any rules or regulations applicable for the country, region or occupational field
• Supports and executes relevant local regulatory programmes like the Industry Wide Commitment with Asian Institute of Chartered Bankers Certifications, Human Resources Development Corporation Levy management, Islamic certifications, and management of Staff Training Fund
• Drive and support the Global Graduate Programme from a development angle which includes, training deployment, support on rotations and placements.
• Support the deployment of learning courses at a Group, ASP and Country level through HSBC University and infrastructure as well as through external providers
• Keep abreast of developments in the field of Learning with a view to applying best practice in HSBC
• Executes timely and effective all Learning operational matters, ensuring effective partnerships with GP Strategies team members.
• Ensure relationships with external providers and monitor quality, ensuring Service Level Agreements are being adhered to by working with Learning Operations team
• Ensure best practices execution of Group wide Talent policies, frameworks, tools and processes and drive consistency in the local execution in accordance with Group and ASP time line and quality output
• Support the communication, education and execution of Group and ASP wide Talent policies and processes
• Coordinate and maintain local input to talent profiles, succession plans, working with the respective Human Resource Consultants or Business Partners to complete and validate succession plans
• Assist in the preparation of relevant data and analytics for management analysis purposes
• Support the implementation of globally led infrastructure and system upgrades and actively monitor and manage risk in the execution of all initiatives to ensure compliance with regulatory and bank policies
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

My role is to partner with the Learning and Engagement Manager & HRS Talent Lead of the region in the execution of training and engagement surveys

In charge of:

• CORE LEARNING AND ENGAGEMENT
• Facilitate onboarding core Electrolux training virtually and face to face; ensure that mandatory onboarding learning is followed through in the 1st 90 days of new employees
• Curate eLearning content based on Learning plans and priorities for the region
• Manage the regional learning calendar
• Align and review with L&E Manager on all Learning programs being requested to be uploaded on Electrolux LMS
• Partner with Learning and Engagement manager for Learning newsletter and SharePoint content
• Execute the end-to-end process of uploading and testing of learning programs into the Electrolux LMS
• Manage inquiries sent through Learning shared mailbox
• Draft and review with Learning and Engagement Manager communications and invitations
• Send all learning program invitations to relevant invitee list; Manage online learning registrations
• Arrange/coordinate learning and development program logistics
• Execute learning & development evaluations
• Provide support in all Employee Engagement survey reports and analysis
• Managed complex projects from inception to completion, ensuring timely delivery and internal client satisfaction.

• Reporting to the HR Director, am responsible for the design, development, and delivery L&D services for all the employees
• In charge of:
• Review Global L&D/Fantree Academy plans, customize to MY needs
• Plan and execute country Training Need Analysis (TNA)
• Map trainings based on Performance Development Plan and Personal Improvement Plan for employees
• Review training plan time to time to accommodate business vision
• Manage L&D Budget
• Manage LMS and L&D dashboard
• Coordinate and align L&D program to country L&D objective
• Manage country L&D reporting
• Delivery of country L&D schedule on-boarding programs and MY classes virtually
• Integrate Junior Executive Trainee programs to L&D functions
• Customize training program for warehouse and F&B manufacturing plant employees
• Responsible of Learning Management System and L&D dashboard
• Responsible of HRDCorp matters
• Organize e-learning courses, workshops, and other external trainings
• Responsible on employee's external training arrangements
• Develop E-learnings based on MY market
• Responsible of employee's certification programs and renewal of certificates

Reporting to the Learning& Development Manager, am responsible for the development, and delivery L&D services for over 235 staffs within Webhelp Shopee My project Key responsibilities included:

● Conduct onboard training Virtually for New hire product and System training.

● Side by side with agents

● Assessing learning needs staff.

● Designing, delivering and evaluating New-Hire Induction training programs.

● Conducting new hires product and services training.

● Facilitate soft-skills training and delivery for all the agents

● Continuously evaluate training needs and make relevant adjustments to existing training programs.

● Work closely with QA team on agent development

● Responsible of agent’s onboarding trainings

• Reporting to the Resident Manager / Regional L&D Head, am responsible for the design, development, and delivery L&D services for over 328 staffs within the Shangri-La Hotel and Golden Sands Hotel and Resorts
• Scope of support covers 10 members of the Executive Committee, 2 Executive Managers, 15 Managers, 251 Non- Executives and about 50 Casual Workers
• Responsible for all the trainee interns from our Indonesian operations, approximately 14 trainees per year who complete their internship over a 6 months period in Penang
• Liaise with Regional L&D team on training modules updates, new group wide training initiatives like problem handling workshops, Covid 19 online materials, Junior Leadership program materials which also includes the translation of the modules from English to Bahasa Malaysia
• Responsible for the management and administration of the Learning Management System (LMS) encompassing:
• Enroll staff for courses and certification programs and track and monitor their performance and course completion status
• Upload customized training courses in line with Shangri-La's guidelines to the LMS
• Design and develop training courses using the built-in content management system called Articulate
• Key Achievements:
• Successful development and rollout of our Junior Leadership Program
• Part of the team responsible for the Launching of Shangri-La Academy (was responsible for the room designing and procurement of training support infrastructure items)
• Master trainer for our Shangri-La Food Safety
• Responsible for managing the launching of the Shangri-La Academy Application
• Successfully reduced the L&D budget by MYR 60,000 by leveraging effectively through reimbursements from HRDF.

• Reporting to the Service Delivery Manager, was responsible for the development, and delivery L&D services for over 120 staffs within TNB Careline covering Health Care Support Services which included Call Centre operations, issuance of Letters of Guarantee and Final Bill Processing
• Other services supported included the processing of service requests for power supply and smart meter installations
• We also had a team of consultants undertaking customer intelligence and feedback survey operations
• Key responsibilities included:
• Implementing new training standards that work hand in hand with COPC (Customer Operations Performance Centre) Guidelines
• Assessing learning needs for both field and office staff
• Designing, delivering and evaluating New-Hire Induction training programs
• Conducting new hires product and services training
• Grooming new hires and existing employees on the finer points of customer handling techniques and ensuring the consultants attain sufficient system proficiency to perform daily tasks effectively
• Continuously evaluate training needs and make relevant adjustments to existing training programs
• Co-facilitate soft-skills training and delivery for all the consultants.

• Reporting to the Call Center Manager, was responsible for the day-to-day supervision, leadership, development and mentoring of a team of consultants at the Customer Care Center operations
• Key responsibilities included:
• Ensure staff happiness by creating team connection, communicating directions and goals, providing regular performance feedback, and developing team members as part of their personal career growth
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings for the consultants
• Act as primary owner of team workflows (how customer issues are routed and resolved)
• Maintaining a working knowledge of all workflows and train and coach consultants to ensure they are followed
• Constantly evaluate workflows and find ways to improve them to be more efficient, relevant and valuable both internally and externally
• Understand what the top user issues are and make recommendations to improve client products and policies
• Support the team by being the voice of the customer to the rest of the company.

• Operated a private English Language tutoring center for primary and secondary school children as a part of my foray in being an entrepreneur and to exploit my inherent strength in training and developing people
• Scope of my services included:
• Plan and deliver lectures and tutorials which focus on the four key skills: listening, speaking, reading & writing
• Ensure students are given enough opportunity to develop their four key language skills and guide them throughout their course
• Provide students with motivation, feedback and sound advice as they progress through their studies
• To use continuous improvement process and tools to make interactive lessons
• Conduct regular progress reviews and provide individual feedback to students throughout the course.

Worked as a Customer Care Consultant with SINGTEL’s Regional Call Center covering a multilingual and multinational customer support center operation with a diverse and multinational team of consultants. My key responsibilities included:

● Handle customer enquiries by managing company hotline, social media communications, customer reviews, 1:1 feedback channels & email correspondences.

● Serve SINGTEL customers’ needs and attend to all requests promptly, accurately and professionally.

● Meet service level targets by achieving both service and productivity level KPIs.

● Ensure that all calls, consultations, emails and membership applications are answered within the stipulated SLA.

● Manage inbound calls from Singapore customers regarding promotions and general enquiries for the SingTel Home Internet, Fibre and TV services.

● Work as a team and maintain a good reputation for the company.

● Provide comprehensive information and solutions to customers about the product and service.