Manager/ Senior Officer, Trainer, Contact Center

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Manager/ Senior Officer, Trainer, Contact Center

Posting Date: 17 Mar 2025

Location: Alexandra (City Area), SG, 119954

Company: 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.

About the Department

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations. We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure. Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Responsibilities

Reviews training & development requirements across functional areas

• Ensures relevant, adequate training and skill development plans for all staff in performing their core duties.
• Conducts stand-up training to impart product knowledge and other soft skills such as cross-selling, customer service and telephone etiquette.
• Ensures optimal utilization of available resources through the development of an overall training plan.
• Facilitates the implementation of appropriate training curriculums.
• Works closely with respective department heads to plan and strategize team development activities to enhance the effectiveness of teamwork.
• Recommends and implements appropriate staff welfare activities based on business needs and applicable policy requirements.
• Administers training evaluation survey to ensure programs implemented are beneficial and relevant to various job scopes. Proposes and executes changes based on staff feedback on training.
• Conduct Focus Group Discussions / Forums to understand the learning needs of new and existing staff within the Call Centre.
• Reviews the Design & Development, Delivery, Implementation and Evaluation process of in-house classroom training, continuously creating an optimal learning environment for new hires.

Conducts training needs survey & analysis

• Acts as the principal focal point to gather and control information needed by customer service, including conducting and coordinating the training and briefing sessions, and compiling training materials & products/services guides.
• Conducts and coordinates the training and briefing sessions.
• Gathers the training needs from respective functional areas and sources for appropriate programs (internally & externally).

Attends to training administration matters

• Monitors the division’s training budget and ensures equitable distribution of resources.
• Liaises with the Learning and Organisation Development Department to ensure training grants for staff are processed.

Job Requirements

• University degree holder in any discipline with minimum 2 years of training and knowledge management experience in a banking or customer service/call centre environment.
• Existing training professionals or those with training experience preferred.
• Strong customer service mindset with good communication, analytical skills and problem-solving skills.
• Excellent written and spoken communication skills in English, with the ability to influence stakeholders.
• Resourceful and able to work independently.
• Possess strong interpersonal skills to work effectively in a team.
• Proficient in Microsoft Office applications.
• Demonstrated ability to handle multiple tasks, and able to educate and influence others to support the bank’s business, mission and customer expectations.
• Proven experience in organization, administration, and people management would be an added advantage.
• Change management experience is an added advantage.

Be a part of 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.