Job Description

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.

This role plays a key part in advancing Group Wholesale Banking (GWB)'s capability-building and service excellence agenda through the implementation, governance, and continuous enhancement of learning and development initiatives under the GWB Academy.

Partnering closely with business and support units, the role drives the execution of learning, development, and professional excellence initiatives that strengthen workforce capabilities, reinforce service ownership, and promote client-centric behaviours. Through effective stakeholder engagement and programme governance, the role ensures learning solutions are aligned with business priorities and organisational objectives, while supporting service quality and client experience initiatives that foster a strong service culture, deliver consistent client experiences, and enable the successful execution of GWB's strategic priorities across Singapore and regional markets.

Job Responsibilities:

1. Learning Needs Analysis & Workforce Capability Development

• Assess current and future learning and capability requirements across GWB in consultation with Business Heads, Function Heads, and HR Business Partners to ensure alignment with business priorities and workforce strategies.
• Conduct training needs analyses and identify capability gaps, leveraging appropriate assessment methodologies and measurement frameworks to support targeted development interventions.
• Partner with stakeholders to design and implement learning solutions that enhance professional, leadership, technical, and service-related capabilities.
• Support workforce development initiatives that strengthen organisational readiness, talent development, and workforce effectiveness.

2. Learning Programme Management & Execution

• Manage the end-to-end delivery of GWB Academy programmes, including annual learning calendars, training schedules, participant engagement, programme logistics, and performance monitoring.
• Ensure timely and effective implementation of learning and development initiatives in accordance with approved plans, timelines, and business objectives.
• Coordinate with internal and external training providers, subject matter experts, and stakeholders to ensure quality and consistency of programme delivery.
• Support the deployment of learning initiatives across Singapore and regional GWB locations, ensuring alignment with business priorities and capability development goals.

3. Mandatory Training & Professional Excellence Governance

• Oversee the rollout and governance of mandatory and core learning programmes across GWB, ensuring compliance with regulatory, organisational, and professional requirements.
• Monitor programme completion rates and compliance metrics, escalating gaps and recommending remediation actions where necessary.
• Maintain accurate training records and documentation to support governance, audit reviews, and regulatory requirements.
• Promote a culture of continuous learning and professional excellence through effective programme governance, compliance oversight, and stakeholder engagement.

4. Service Excellence & Client-Centric Culture

• Drive initiatives that strengthen service ownership, client-centric behaviours, and a culture of service excellence across Group Wholesale Banking.
• Collaborate with Business Units and Service Quality stakeholders to embed service excellence principles, customer experience standards, and best practices into learning and development programmes.
• Drive and support the implementation of service excellence and client experience initiatives that enhance service quality, reinforce customer advocacy, and promote consistent service delivery across client touchpoints.
• Leverage customer feedback, complaints insights, and service quality metrics to identify opportunities that strengthen client experience and service delivery.

5. Stakeholder Engagement, Governance & Continuous Improvement

• Establish and maintain strong partnerships with Business Units, Support Functions, HR, and Service Quality stakeholders to drive capability-building, mandatory training, customer advocacy, and service excellence initiatives across GWB.
• Track and report programme outcomes, service excellence initiatives, capability-building metrics, and key milestones to relevant stakeholders and governance forums.
• Manage and monitor the GWB Academy budget, ensuring effective utilisation of resources and alignment with approved plans and strategic objectives.
• Support the coordination and governance of Academy and service excellence initiatives across Singapore and regional markets to ensure consistency, alignment, and sharing of best practices.
• Evaluate the effectiveness of learning and service excellence initiatives through stakeholder feedback, programme metrics, and business outcomes, recommending enhancements where appropriate.

Job Qualifications:

• 5–8 years of relevant experience in Learning & Development, Capability Building, Service Quality, Customer Experience, or Business Transformation within the banking or financial services industry.
• Strong understanding of wholesale banking products, services, and operational processes, with the ability to translate business needs into effective learning and capability-building initiatives.
• Experience in managing learning programmes, stakeholder engagement, and service excellence initiatives across diverse business functions.
• Excellent communication, presentation, analytical, and stakeholder management skills, with the ability to influence and collaborate effectively across all levels of the organisation.
• Demonstrated ability to drive continuous improvement, innovation, and client-centric outcomes through structured programme management and execution.

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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