Assistant VP, Training and Operations, 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.

Job Description

• Design, implement, and continuously improve structured onboarding programs to ensure new hires gain a strong understanding of company products, processes, and service expectations
• Facilitate engaging and effective in-person and virtual training sessions that promote job confidence and readiness
• Deliver new hire training, upskill training, and new process training
• Ensure new hires are equipped with foundational soft skills and knowledge to succeed in their roles
• Design, develop, and deliver soft skills training programs such as communication, emotional intelligence, leadership, teamwork, and adaptability
• Evaluate training effectiveness through feedback, assessments, and performance metrics
• Monitor employee performance post-training, identify learning gaps, and recommend targeted interventions to enhance productivity and service quality
• Recommend and implement learning strategies that improve retention and long-term engagement
• Maintain and update training materials, including manuals, e-learning modules, and job aids, ensuring content is current, relevant, and aligned with business goals
• Analyze call trends and performance data to identify knowledge gaps and integrate insights into training modules for continuous improvement
• Design and implement annual skills assessments and recertification programs to ensure ongoing competency and compliance
• Oversee ongoing learning initiatives such as skills development workshops, coaching sessions, and digital learning
• Promote a culture of lifelong learning, continuous improvement, and service excellence across the organization
• Foster a supportive learning environment that encourages growth, recognition, and career development
• Track and analyze early attrition trends and key drivers during training
• Stay current with trends in learning, soft skills development, and motivational techniques

Job Requirements:

• Bachelor's degree with 6-7 years of experience in training and operations, good to have banking background.
• Proven experience as a trainer, facilitator, or motivational speaker.
• Certification related to Training/Soft skills presentation (e.g., Dale Carnegie, Train the Trainer, or equivalent).
• Excellent presentation, communication, and interpersonal skills.
• Ability to engage diverse audiences and adapt to various learning styles.
• Strong organizational and project management skills.
• Excellent motivational skills to inspire and energize employees

Preferred Attributes:

• Charismatic and inspiring presence.
• Passion for helping others grow and succeed.
• Creative approach to learning design and delivery.
• Experience in coaching or mentoring.

Additional Requirements

Be a Part of the 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