Who we are

Irene is currently a Principal Consultant at Monochrome Learning Solutions Pte Ltd.

A high performing Learning & Development specialist and professional trainer with 29 years of work experience. Irene’s core competencies are in the area of client servicing, business partnering, course curriculum development, facilitation and training governance & compliance with 13 years of field experience in client servicing roles in 2 banks (Citibank and OCBC) and 14 years of experience in training and development capacities.

Her last position with OCBC Bank as the Head of Customer Experience Faculty and her prior role as regional Quality & Service Excellence has seen her achieve the following:

• Developed bank-wide curriculum in the area of Customer Experience to meet current and emergent business needs
• Performed end-to-end programme management for successful implementation of Branch flagship programmes in the areas of Service, Quality and Client Engagement for new joiners and existing staff
• Performed analysis of learning trends and market insights in the area of Customer Experience to anticipate future learning needs and formulate learning strategy
• Built a culture of Customer-centricity through participation in service-related projects and initiatives that focused on raising the bank’s service standards and service levels
• Developed the training competencies of in-house line trainers by putting them through Train-the-trainer workshop, observing their classroom delivery, assessing and coaching them in their facilitation skills
• Designed new course, “Generic Facilitation Skills” in English and Mandarin, to equip new line trainers with the required skills in training delivery
• Built local training capability in OCBC China for OCBC’s internal Service Certification programme by facilitating pilot runs and Train-the-trainer workshops and setting up the Certification framework (structure, database, forms and processes)
• Supported Great Eastern Life in launching OCBC’s internal Service Certification by facilitating Train-the-trainer workshops for 58 line trainers in Singapore and Malaysia

Irene enjoys connecting with people and her passion is in learning and she walks the talk by being very proactive in learning and enjoy finding new ways to help others and also to seek continually improvement herself.

Irene obtained her Bachelor of Science (Economics) from National University of Singapore from Nanyang Technology University. She holds a Diploma in Banking & Finance and The Banking Certificate, The Institute of Banking & Finance from The Institute of Banking & Finance. She is WSQ ACTA (Advanced Certificate in Training & Assessment) certified by Singapore’s Workforce Development Agency. She is also a Certified Practitioner of Neuro-Linguistic Programming (NLP) awarded by the American Board of NLP.