Manager, Training, Group Contact Center

United Overseas Bank Limited (UOB); Santo Niño 1st; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

United Overseas Bank Limited (UOB) is seeking a seasoned Training & Onboarding Lead in the Philippines. You will design comprehensive onboarding, deliver both in-person and virtual sessions, and advance new-hire readiness with a strong emphasis on soft skills and professional communication.

You will evaluate training impact, update materials, and drive continuous improvement across learning initiatives to sustain service excellence and retention.

Qualifications

• Bachelor's degree with 6-7 years of experience in training and operations; banking background is a plus.
• 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.

Responsibilities

• Design, implement, and continuously improve structured onboarding programs for new hires to understand product, processes, and service expectations.
• Facilitate engaging in-person and virtual training sessions to 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 soft skills and workplace communication techniques.
• Design and facilitate soft skills training programs on communication, emotional intelligence, leadership, collaboration, adaptability, customer engagement, and professional effectiveness; measure learning impact and drive behavior change.
• Evaluate training effectiveness through feedback, assessments, and performance metrics.
• Monitor post-training performance, identify learning gaps, and recommend targeted interventions.
• Recommend and implement learning strategies to improve retention and long-term engagement.
• Maintain and update training materials (manuals, e-learning, job aids) to stay current and aligned with business goals.
• Analyze call trends and performance data to identify knowledge gaps and update training modules for continuous improvement.
• Design and implement annual skills assessments and recertification programs for ongoing competency and compliance.
• Oversee ongoing learning initiatives such as workshops, coaching sessions, and digital learning.
• Promote a culture of lifelong learning, continuous improvement, and service excellence.

Skills

Proven trainer experience

Presentation skills

Communication skills

Interpersonal skills

Learning style adaptation

Organizational skills

Project management

Motivational skills

Education

Bachelor's degree in training/related field

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