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

Key Responsibilities

Business Transformation, Customer Experience & Operational Excellence

• Lead end-to-end business transformation initiatives across the branch network to improve customer experience, operational effectiveness, productivity, and cost efficiency.

• Drive service and channel optimisation through the review of customer journeys, service utilisation, customer feedback, and operational performance metrics.

• Continuously assess, simplify, and redesign processes to improve customer interactions, strengthen controls, and enhance service delivery.

• Leverage data analytics and business insights to identify trends, customer behaviours, pain points, and opportunities for service and process improvements.

• Collaborate with Business, Operations, Technology, and support functions to implement automation, digitisation initiatives, workflow enhancements, and process improvements.

• Lead the design, review, and enhancement of customer journeys to deliver a seamless, consistent, and customer-centric banking experience.

• Drive continuous improvement initiatives through the application of agile methodologies, innovation, and best practices.

• Ensure transformation initiatives comply with regulatory requirements, internal policies, governance standards, and operational risk frameworks.

• Support audit reviews, regulatory engagements, and governance forums relating to operational processes and transformation initiatives.

Stakeholder Management & Business Partnership

• Partner closely with Business, Operations, Technology, Risk, Compliance, and external stakeholders to drive strategic initiatives and business objectives.

• Support business growth by enabling effective customer servicing and operational excellence across the branch network.

• Build strong relationships with stakeholders to ensure successful implementation of projects, programmes, and change initiatives.

• Facilitate cross-functional collaboration and alignment across multiple teams.

• Prepare and present business cases, recommendations, project updates, and performance insights to senior management.

Training Delivery & Facilitation

• Serve as a trainer and facilitator for business, operational, customer experience, and process-related training programmes.

• Conduct classroom, virtual, and blended learning sessions for new hires and existing employees.

• Deliver refresher training to reinforce operational knowledge, regulatory requirements, and service standards.

• Facilitate workshops, sharing sessions, and learning interventions to support capability development and performance improvement.

• Assess learning outcomes and gather participant feedback to continuously enhance training effectiveness.

Training Administration & Coordination

• Manage end-to-end training administration activities, including:

  • Course scheduling and planning

  • Training nominations and registrations

  • Venue and logistics arrangements

  • Attendance tracking and learning record maintenance

  • Training evaluation and reporting

  • Training completion monitoring

• Ensure training records are maintained accurately and in compliance with internal policies and regulatory requirements.

• Prepare training reports, dashboards, and management updates.

• Coordinate system access requests and learning platform administration for employees and programme participants.

• Support onboarding and offboarding activities, including learning enrolment and mandatory training completion.

Learning Programme Development

• Identify learning needs through stakeholder engagement, business priorities, and capability gap assessments.

• Design, develop, and implement new learning programmes aligned to business objectives and transformation initiatives.

• Develop and maintain training materials, facilitator guides, and learning resources to ensure content remains relevant and engaging.

• Collaborate with business stakeholders and subject matter experts to develop learning solutions that address performance and capability needs.

• Evaluate programme effectiveness and recommend enhancements to support continuous learning and development.

Requirements:

• Diploma or Degree in Business, Finance, Engineering, Education, Human Resources, or a related discipline.

• Minimum 5 years of relevant experience in banking operations, business transformation, customer experience, or learning and development.

• Candidates with prior experience as a trainer, facilitator within the banking industry will have an added advantage.

• Strong domain knowledge of branch operations, banking processes, and customer servicing environments.

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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