Manager, Training, Group Contact Center

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

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
• •Accelerate new hire readiness and performance by equipping employees with critical soft skills, behavioral competencies, and practical workplace communication techniques that enable success from day one.
• •Design, develop, and facilitate impactful, outcome-driven soft skills training programs covering communication excellence, emotional intelligence, leadership, collaboration, adaptability, customer engagement, and professional effectiveness, while measuring learning impact and driving sustained behavior change.
• •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

Qualifications:

• •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

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.

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