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UOB · 5 months ago

Assistant VP, Training and Operations, Contact Center

Central Region (City Area)

Full-time

Onsite

Mid, Senior Level

6+ years exp

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices. They are seeking an Assistant VP for Training and Operations in the Contact Center to design and implement onboarding programs, facilitate training sessions, and monitor employee performance to enhance productivity and service quality.

BankingFinanceFinancial Services

Responsibilities

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

Qualification

Training program designSoft skills trainingProject managementMotivational speakingPerformance evaluationCoachingCommunication skillsInterpersonal skillsOrganizational skillsMentoring