Senior Manager, Learning, Development & Quality Assurance

Senior Manager, Learning, Development & Quality Assurance

Who We Are

At OKX, we believe the future will be reshaped by technology. Founded in 2017, we are revolutionising world systems through our cutting-edge digital asset exchange, Web3 portal and blockchain ecosystems. We reshape the financial ecosystem by offering some of the most diverse and sophisticated products, solutions, and trading tools on the market. Trusted by more than 50 million users in over 180 countries globally, OKX empowers every individual to explore the world of Web3.

About the Team

This team is part of the Legal & Compliance Operation Centre's Learning Development & Quality Assurance (LDQA) team, home to specialized teams of operation experts in compliance activities, many with years of first-hand experience across a wide range of industries and sectors. This team supports the business by ensuring we adhere to global standards of compliance practices covering Customer's Due Diligence (CDD) checks, Anti-Money Laundering (AML), Financial Crime Prevention, Sanction checks, and through our Legal Operation team who oversees daily compliance-based reports.

About the Opportunity

The LDQA Senior Manager is tasked with overseeing the LDQA department under the Legal & Compliance Operation Centre of OKX in ensuring a robust design of continuous training modules, content, as well as the quality of the overall knowledge of the agents are continuously improved. This role is strategic, focusing on establishing a comprehensive and world-class learning and development methodology within the Legal & Compliance operation team. Some of the key responsibilities will cover the following: Quality Assurance Responsibilities:

• Outline the existing QA frameworks and policies within the Compliance Operations department covering AML, CDD, Sanctions & Legal Operations and assess the relevancy of the existing practices and any improvements needed.
• Establish proper channels of QA assessment methodology and qualifying criteria reflecting the business needs to maintain a high level of compliance standards.
• Conduct root cause analysis of quality issues and complaints pertaining to Compliance standards to identify systemic problems and develop action plans for improvement.
• Develop standards to analyze quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements.
• Initiate calibration sessions within the operation, training, and product teams to establish processes, define quality standards, ensure consistency/fairness, and refine training.
• Develop and maintain quality documentation and processes including quality nuances/scorecards, quality assurance departmental SOPs, and other quality-related materials.

Learning & Development Responsibilities:

• Develop and collaborate with internal and external stakeholders for training-need-analysis exercises, ongoing training recommendations based on product/process knowledge test results for existing employees as well as newly onboarded employees.
• Develop a business-partnering role for internal stakeholders on training progress reports and any intervention initiatives for performance improvement.
• Develop several Learning & Development channels methodology such as e-learning, classroom training, mentorship/job shadowing, and immersive induction based on global industry best-practices standards.
• Lead the development of assessment modules, frequency, content, and corrective follow-up initiatives for below performance.
• Proactively partner with businesses to address potential key issues in learning & development topics.

To be successful in this role you will need

• 6 years and above of work experience in Learning Development & Quality Assurance, preferably from fintech, BPO, Contact Centre, Shared Services, or any high-volume client interaction business unit.
• Experience in developing and deploying strategic QA monitoring standards and training modules from conceptualization to execution stage.
• Experience in leading a team of trainers/Quality Assurance Specialists or experts in deploying training initiatives and continuous knowledge exercises.
• Experience in developing customized QA monitoring procedures and policies within the Compliance domain.
• Sound knowledge of adult-learning L&D methodologies and theories, implementing training modules based on these theories and success stories of existing external practices.
• Experience in developing and maintaining a robust assessment methodology reflecting business needs in terms of knowledge area improvement.

Why Join Us?

• Competitive remuneration package (Basic Salary + Generous KPI bonus program + Annual Increment).
• Meal Allowance up to RM 500/month.
• Monthly Team Building.
• RM 2500 Benefits per annum (Training & Wellness).
• Yearly Bonus.
• Convenient workplace (5 minutes walk from MRT TRX ).
• Excellent prospects for growth and promotion - we provide assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition, and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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