Manager, Training & Recruitment. Group Contact Center

United Overseas Bank Limited (UOB); Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

United Overseas Bank Ltd is seeking an experienced Training and Learning Lead to design and continuously improve onboarding programs that ensure new hires understand bank products, processes, and service expectations. You will facilitate engaging in-person and virtual sessions to boost confidence and readiness.

The role requires a Bachelor's degree with 6-7 years in training/operations, preferably banking, plus certifications in soft-skill training.

Qualifications

• Bachelor's degree with 6-7 years of experience in training and operations, banking background preferred.
• 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.

Responsibilities

• Design, implement, and continuously improve onboarding programs to teach products, processes, and service expectations.
• Facilitate engaging in-person and virtual training sessions to boost confidence and readiness.
• Deliver new hire, upskill, and process training across teams.
• Ensure new hires acquire foundational soft skills for success.
• Develop and deliver soft skills training such as communication and leadership.
• Evaluate training effectiveness using feedback, assessments, and metrics.
• Monitor post-training performance and recommend targeted improvements.
• Update training materials, e-learning modules, and job aids to stay current.
• Analyze call trends to identify knowledge gaps and improve modules.
• Oversee annual skills assessments and recertification programs.
• Lead workshops, coaching sessions, and digital learning initiatives.
• Promote lifelong learning and a culture of service excellence.

Skills

Presentation skills

Communication skills

Interpersonal skills

Project management

Motivational skills

Organizational skills

Education

Bachelor's degree in Training/Operations

Job description

Company: 1011 United Overseas Bank Ltd

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

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.