Human Capital Leadership: Leading a Digital-Ready Workforce for Customer Centricity
- Human Resource
- Leadership & Management
This programme is conducted online.
2 days
Weekdays (9 am - 6 pm)
Who Should Attend
- Team leaders who have a role in driving service improvement strategies, culture, and initiatives, as well as a customer-oriented workforce
- Middle to senior-level executives who wish to enhance their leadership and people management skills
- Team leaders and managers seeking to learn new problem-solving approaches to innovation and integrate creative practices into their business processes
- Entrepreneurs and aspiring entrepreneurs
Overview
This workshop is designed to give participants practical leadership tips on leading a digital-ready workforce towards greater customer-centricity.
This module is available on a standalone basis.
Learning Objectives
- Understand the changing trends of customer service and what these changes mean for individuals and organisations/ departments
- Rethink and re-discover own leadership and innovation potential, and develop effective strategies to motivate and engage the digital-ready workforce in creating value at work in order to sustain customer-centric culture and achieve team results
- Identify the key gaps between workforce capabilities in place and competencies required to drive business success
- Communicate using data and analytics to engage the digital-ready workforce towards greater customer-centricity
- Adopt best practice strategies to drive a customer-centric culture within the organisation
Topic/Structure
- Understand Customer-Centricity
- The changing trends of customer service and what these changes mean for individuals and organisations/ departments
- Explore the latest industry trends and state-of-the-art customer experience strategies
- Best Scenario: Customer-Centric culture and leadership actions/ brand
- Identify gaps in corporate strategy that affect design and delivery of unique customer centric experience
- Leader as Strategist
- Vu ja de: Rethink own leadership and innovation potential and how this might affect the firm’s brand
- Manage demands by building resources in five domains – physical, intellectual, emotional, social and spiritual – while developing own leadership brand
- Deliver strategy and clearly communicate the firm brand through leadership actions
- Leader as Human Capital Developer
- Understand what motivates today’s workforce
- Manage workforce experience: The Musts, The Satisfiers and The Delighters
- Back to leadership basics: team building, decision making and accountability
- Unleash the potential in others: manage individuals towards peak performance by focusing on competence, commitment, and relevance
Assessment
As part of the requirement for SkillsFuture Singapore, there will be an assessment conducted at the end of the course. The mode of assessment, which is up to the trainer’s discretion, may be an online quiz, a group/ individual presentation or based on classroom exercises.
Participants are required to attain a minimum of 75% attendance and pass the associated assessment in order to receive a digital Certificate of Completion issued by Singapore Management University.
Calculate Programme Fee
Fee Table
COMPANY-SPONSORED | |||
PARTICIPANT PROFILE |
SELF-SPONSORED |
SME |
NON-SME |
Singapore Citizen < 40 years old Permanent Resident LTVP+
|
$654 (After SSG Funding 70%) |
$254 (After SSG Funding 70% |
$654 (After SSG Funding 70%) |
Singapore Citizen ≥ 40 years old |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
$254 (After SSG Funding 70% |
International Participant |
$2,180 (No Funding) |
$2,180 (No Funding) |
$2,180 (No Funding) |
All prices include 9% GST
Post Secondary Education Account (PSEA)
PSEA can be utilised for subsidised programmes eligible for SkillsFuture Credit support. Click here to find out more.
Self Sponsored
- SkillsFuture Credit
-
Singapore Citizens aged 25 and above may use their SkillsFuture Credits to pay for the course fees. The credits may be used on top of existing course fee funding.
This is only applicable to self-sponsored participants. Application to utilise SkillsFuture Credits can be submitted when making payment for the course via the SMU Academy TMS Portal, and can only be made within 60 days of course start date.
Please click here for more information on the SkillsFuture Credit. For help in submitting an SFC claim, you may wish to refer to our step-by-step guide on claiming SkillsFuture Credits (Individual). - Workfare Skills Support Scheme
-
From 1 July 2023, the Workfare Skills Support (WSS) scheme has been enhanced. Please click here for more details.
Company Sponsored
Enhanced Training Support for SMEs (ETSS)
- Organisation must be registered or incorporated in Singapore
- Employment size of not more than 200 or with annual sales turnover of not more than $100 million
- Trainees must be hired in accordance with the Employment Act and fully sponsored by their employers for the course
- Trainees must be Singapore Citizens or Singapore Permanent Residents
- Trainees must not be a full-time national serviceman
- Trainees will be able to enjoy ETSS funding only if the company's SME's status has been approved. To verify your SME's status, please click here.
Please click here for more information on ETSS.
Absentee Payroll
Companies who sponsor their employees for the course may apply for Absentee Payroll here. For more information, please refer to:
AP Guide (Non-SME Companies)
Declaration Guide (SME Companies)
Intake Information
Next Intake: To be advised