About this Retail Customer Service Training Support Officer (Outsourcing) role at UOB (United Overseas Bank)
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
About the Department
The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.
Job Responsibilities
- Be responsible for developing comprehensive training and performance improvement programs across all teams.
- Responsible for the effective implementation of the training program to the highest standards.
- Responsible for the quality, timeliness and delivery of training to new hire and existing staff.
- Plan and define training needs and strategies and engage the team to meet the business goals as well as building and implementing customer service training road map.
- Create measurement of the effectiveness of training strategies and provide feedbacks and proposal.
- Proactive in engaging the team and propose methodology/action to strengthen Agent performance.
- Ensure no overdue training of the team.
- Key contact points with other departments to manage changes in Product features/Promotions/Procedures to ensure timely update for Contact Center.
- Perform ongoing review, evaluation and development of the training program and propose initiatives that facilitate learning and strengthen Agent performance.
- Content management and standardize/centralize all the communication to the team.
- Collaborate with the Quality team to perform trend analysis on Agent performance and identify gaps in the learning program or process and propose robust solutions.
- Reports to Customer Service Manager.
Job Requirements
- Degree in Finance/Business with approximately 1 years of relevant experience within a Call Center.
- Strong communication and communicate effectively.
- Fluent in written and spoken English.
- Strategic thinker and strong analytical skills.
- Proactive in proposing initiatives and successfully implementing these.
- Strong time management skills, able to work with multiple deliverables and under time constraints and meet timelines.
- Ability to influence and motivate others.
- Strong stakeholder/client engagement.
- Highly results-oriented and self-motivated team player, adaptable to changing business conditions and client requirements.
- Competitive mindset with can-do attitude, positive thinking.
- Ability to effectively communicate and present ideas, concepts, and explain products and services.
- High level of listening and comprehension skills.
- Demonstrate efficient organization and planning skills.
- Innovator with the ability to work with limited supervision.
- Able to work under pressure.
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.
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