Assistant VP, Training Lead, Contact Center

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Responsibilities

• Lead ongoing training programs to train new hires, upskill existing employees, enhance performance, and align with business objectives, incorporating coaching, e-learning, and workshops to drive service excellence.
• Utilize data analytics to assess newbies’ behaviors, feedback, and employee performance, and attrition trends, recommending process enhancements and best practices to optimize efficiency and customer experience.
• Develop comprehensive training programs covering products, processes, and service expectations. Monitor attrition trends, analyze key drivers, and recommend strategies to improve retention and long-term employee engagement.
• Conduct engaging and effective training sessions, including classroom, virtual, and on-the-job training, to enhance employee skills, knowledge, and performance. 
• Guide and support trainers and trainees through coaching, feedback, and development plans to ensure continuous improvement and high performance.
• Assess training effectiveness through feedback, assessments, and performance data, implementing enhancements for continuous improvement.
• Manage early attrition during the training phase through engagement and performance management.
• Work closely with stakeholders, including operations, HR, and quality teams, to align training initiatives with business objectives and improve overall training processes.

Job Requirements

• Minimum 3 years of hands-on experience in training, curriculum development.
• Good knowledge of banking process, products and systems.
• Good written and spoken communication skills, with ability to influence and persuade stakeholders.
• Possess a strong passion in fostering a learning culture developing talents and training structure.
• Adaptability in fast-paced environment.
• Has organization and influencing skills and is able to work with limited guidance and resources.
• A strong customer service mindset with good communication and problem-solving skills.
• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
• High level of accuracy and attention to detail.
• Personal resilience and ability to perform effectively in a pressured environment with a positive “can do” attitude and a positive attitude to change.
• Highly motivated self-starter with initiative and showcases strong leadership skills.

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a difference.