Contact Center Training Manager: Onboarding & Soft Skills

United Overseas Bank; Singapore; On-site; SGD 65,000 - 95,000; Full time

Job summary

United Overseas Bank is seeking a seasoned Learning & Development trainer to design, deliver, and continually improve onboarding and soft-skills programs. You will run in-person and virtual sessions to boost new-hire readiness and confidence from day one.

You will assess training impact, maintain up-to-date materials, and align content with business goals, fostering a culture of lifelong learning and exceptional service across the organization.

Qualifications

• Bachelor's degree; 6-7 years in training/operations, banking a plus.
• Proven experience as a trainer, facilitator, or motivational speaker.
• Certification in Training/Soft skills (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 energize employees.

Responsibilities

• Design onboarding programs to help new hires understand products, processes, and service expectations.
• Facilitate in-person and virtual training sessions.
• Deliver new hire, upskill, and process training.
• Accelerate readiness by teaching soft skills and workplace communication techniques.
• Develop and facilitate soft skills training covering communication, emotional intelligence, leadership, collaboration, adaptability, customer engagement, and professional effectiveness; measure impact.
• Evaluate training effectiveness via feedback, assessments, and metrics.
• Monitor post-training performance to identify gaps and improve productivity and service quality.
• Recommend learning strategies to improve retention and engagement.
• Maintain training materials (manuals, e-learning modules, job aids) and keep content current.
• Analyze call trends and performance data to update training modules.
• Design annual skills assessments and recertification programs.
• Oversee learning initiatives like workshops and coaching sessions.
• Promote a culture of lifelong learning, continuous improvement, and service excellence.

Skills

Presentation skills

Communication skills

Interpersonal skills

Organizational skills

Project management

Facilitation

Education

Bachelor's degree

Tools

Learning management system (LMS)

E-learning platforms

Job description

United Overseas Bank is seeking a seasoned Learning & Development trainer to design, deliver, and continually improve onboarding and soft-skills programs. You will run in-person and virtual sessions to boost new-hire readiness and confidence from day one.

You will assess training impact, maintain up-to-date materials, and align content with business goals, fostering a culture of lifelong learning and exceptional service across the organization.