Company: 1011 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.
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…