TDCX (Thailand) Ltd.

Job ID: BK-213881 | Location: Bangkok, Thailand
14 May 2020 Print Report Share

TDCX (Thailand) Ltd.

Job ID: BK-213881 | Location: Bangrak, Bangkok, Thailand

Well-being & Resiliency Manager

Are you a well-being & resiliency professional who wants to be part of our team for one of the biggest social media platforms in the world? Are you passionate, driven, and can deliver outstanding customer service experience?

We are looking for a Well-being & Resiliency Manager to join our growing family. Come home and start your #BeHappier journey with TDCX today!

Top reasons to work here:

  • Above-industry average salary
  • Group life insurance starting on day one
  • Annual bonus based on performance
  • Provident Fund
  • 15 Annual Leave credits
  • Premium & Instagrammable workspaces
  • Free overflowing coffee and cookies
  • 2 days off per week
  • Learning courses to help you grow
  • Career development programs
  • Engagement activities like free food day, wellness programme, anniversary gifts, contests, annual party and much more!

What is your mission?

As a Well-being & Resiliency Manager you will be working with our Social Media Account to deliver #happier employee experience. You will manage a team of Wellbeing and Resiliency Partners, work closely with various stakeholders to provide assessment, intervention and consultation to address emotional / behavioral, and deliver wellness training sessions/workshops as needed.  

You are also required to perform these job functions:

  • To manage a team of Wellbeing and Resiliency Partners (Singapore & Bangkok). Identify their needs and challenges to be able to provide solutions within the organization’s requirements and needs.
  • Occupational/ Organizational Psychologists are concerned with the performance of people at work and in training, and with developing an understanding of how organizations function and how individuals and groups behave at work. Their aim is to increase effectiveness, efficiency and satisfaction at work.
  • Occupational/Organizational Psychologists establish effective client relationships to provide optimal client solutions Manage the development of innovative human capital research projects Identify opportunities for efficiencies in the work process and innovative approaches to completing the scope of work
  • Ability to apply psychological principles and research methods to improve the quality of work life, including work productivity, management, and employee morale.
  • Assist in the scheduling the working hours of the Wellbeing and Resiliency Team’s to ensure work coverage and meet their KPIs.
  • To work closely with various stakeholders to provide assessment, intervention and consultation to address emotional / behavioral needs and difficulties of employees when being it is highlighted by the Wellbeing and Resiliency Partners or Wellbeing and Resiliency Team.
  • To ensure that the team manages their counselling schedules, evaluate, guide and assist them in their cases to provide solutions to employees. All this is working in a confidential setting, the person will listen attentively to employees, offering them time, empathy and respect. With the aim of reducing confusion and increasing their ability to cope with challenges, or to make positive changes in their life.
  • Deliver wellness training sessions/workshops as needed.
  • Ability to conduct business reviews effectively to ensure both internal and external stakeholders understand the impact of the wellbeing and resiliency programs of the site.
  • Flexible with regards to schedule – will be required to work 24/7 shifts, weekends & public holidays outside regular shift hours to support the needs of the business and schedule intervals.
  • Provides learning and developmental programs and workshops for the employees.
  • Ability to advice the Wellbeing and Resiliency Team in developing and conducting small and large group psycho-educational sessions for Reps on mental health issues and healthy coping strategies.
  • Work with the Wellbeing and Resiliency Team in developing and/or making available mental health resources for Reps to build positive mindset and resiliency.
  • Communicate with diverse audiences (e.g. employees, leads, management, other sites, etc.) to provide information and clarification regarding Wellbeing and Resiliency programs, results, activities and best practices.
  • Provide twice a month one to one coaching to Wellbeing Partners in Bangkok & Singapore, in-the-moment support and crisis intervention in a supportive, ethical and professional manner while maintaining client-confidentiality and recording using the company’s online platform and tools.
  • Attends the Weekly Sync Call for Bangkok & Singapore Wellbeing & Resiliency Partners to collaborate on the Wellbeing activities and conduct case conference to align the best practices of both Sites.
  • Maintain clear clinical and task-oriented documentation in case management system. Providing direct crisis intervention and follow-up to Reps affected by critical incidents and ensure relevant Operational Managers are kept aware.
  • Ability to work with the Wellbeing and Resiliency Team to create Quarterly theme programs, innovations and insights that will value add and impact their personal or work performance.
  • Ensure that the Wellbeing & Resiliency Team develops clear and concise treatment plans for the Reps with various session models. Assess clients to ensure clinical appropriateness of short-term counselling.
  • Ability to work with data to churn out reports pertaining to Wellbeing and Resiliency on a weekly, monthly, quarterly and yearly basis, and present them to the management.

Who are we looking for:

  • High empathy with excellent observation and listening skills and able to lead a team.
  • High Self Awareness: an understanding of one's own attitudes and responses and have a positive outlook and a belief that all employees can make positive changes.
  • Honors degree in Occupational Psychology/ Applied Psychology from an established university. Should be eligible for valid registration or be a registered psychologist with an established or recognized professional psychological body.
  • Full member of Psychological Society, Association for Counselling, Association of Social Workers or its equivalent.
  • Member of the Registrar of Psychologists, with eligibility for registration or its equivalent.
  • Minimum 4-5 years prior experience either as an independent practitioner an employee of a company, counselling company employees or clients.
  • A high affinity and cultural awareness of political/social situation regarding the relevant markets/region that will be supported by each ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with standard policies and training materials.
  • Training in mindfulness or solution-focused counselling an asset.
  • Effectively bilingual having excellent command of English both in speech and writing.
  • Excellent written and verbal communication skills, including development of effective presentations tailored for a leadership audience.
  • Exceptional attention to detail and nuance.
  • Demonstrated ability to perform well in a highly dynamic, rapidly changing environment and able to adapt in a workplace environment.
  • Strong critical thinking and problem-solving skills.
  • High level of energy, drive, enthusiasm, initiative and commitment to be able to facilitate and conduct individual and group wellness activities.
  • Excellent communication, consulting, influencing and interpersonal skills.
  • Proven track record of collaboration with cross-functional groups to produce results and create new ways of wellness activities & wellness framework.
  • Passion for ensuring a world class support experience for our community.
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
  • Team player who can work well with groups from diverse backgrounds/ disciplines.
  • Proficient in MS Office Word, Excel and PowerPoint.

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan and Spain. We specialize in perfecting our client's customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.

Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

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Job Details:

Performance bonus
Medical insurance
Dental insurance
Life insurance

TDCX's vision is to be acknowledged as “the Best Provider of Customized Solutions” in telecommerce and teleconsulting in Asia. Focusing on high end, high touch, and complex contact center applications and bringing solid sales and customer service expertise servicing some of the world’s most valuable brands in the travel, luxury, finance, IT, and telecommunication sectors.   TDCX specializes in generating high sales growth, improving call center performance and profit generating customer service. They offer outsourced solutions as much as in-sourced, co-sourced or consulting to help drive improvements.   TDCX’s only objective is to meet or exceed set targets and grow.

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