Assistant VP / Vice President, GCD Omni-Channel Agile Team (Training)

About the role

United Overseas Bank (UOB) is hiring an Assistant VP / Vice President for its GCD Omni-Channel Agile Team, focused on training. The role leads business transformation, customer experience and operational excellence across the branch network, while delivering and administering training programmes.

Key responsibilities

• Lead end-to-end business transformation initiatives across the branch network to improve customer experience, productivity and cost efficiency
• Review customer journeys, service utilisation, feedback and performance metrics to drive service and channel optimisation
• Redesign processes, use data analytics to spot trends and pain points, and collaborate with Business, Operations, Technology and support functions on automation and digitisation
• Ensure transformation initiatives comply with regulatory requirements, governance standards and risk frameworks, and support audit reviews and regulatory engagements
• Partner with Business, Operations, Technology, Risk, Compliance and external stakeholders, prepare business cases and present updates to senior management
• Serve as trainer and facilitator for business, operational, customer experience and process training, including classroom, virtual and blended sessions for new hires and refresher courses
• Facilitate workshops and learning interventions, assess learning outcomes and gather participant feedback
• Manage training administration: scheduling, nominations, venue and logistics, attendance tracking, learning records, evaluation and reporting, and coordinate system access requests and learning platforms
• Support onboarding and offboarding, including learning enrolment and mandatory training completion
• Identify learning needs, design and develop new learning programmes, and maintain training materials and resources

Required profile

• 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
• Prior experience as a trainer or facilitator in the banking industry is an added advantage
• Strong domain knowledge of branch operations, banking processes and customer servicing environments