- Communication skills – speak & write well in English, creative in communication such as crafting EDMs, infographics
- Organisational skills – support execution of training and service initiatives
- Stakeholder engagement – confident to engage internal stakeholders and manage external stakeholders (vendors, consultants) Problem Solving – agile, able to think out of the box to overcome challenges
Contract officer, customer service - Kuala Lumpur, Malaysia - United Overseas Bank
Description
Contract Officer, Customer Service & Talent Development, Channels &Digitalisation Posting Date: 27-May-2023 Location: Kuala Lumpur, Wilayah Persekutuan, MY Company: United Overseas Bank (Malaysia) Bhd About UOBUnited 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.About the Department The Channels & Digitalization function enables end-to-end seamless connectivity for UOB customers across all physical and digital touchpoints of the Bank.
Designed to be in tune with our customers' banking preferences, we strive to enhance engagement and deliver exemplary experiences across our network of branches, self-service machines and digital platforms.
We collaborate with Fin Tech ecosystem partners to keep abreast of developments in the Fin Tech innovation space and to embed ourselves in our customers' lives.
We also harness customer insights to help us deliver new business models and digital innovations, and to build deeper relationships with our customers.
Job Responsibilities The team supports the strategy & execution of key initiatives for People Transformation & Development and Customer Service & Experience.
Support the execution of training strategies to continuously upskill employees' knowledge and skills (softs skills, technical & leadership) to contribute effectively and efficiently to the Bank's operations, service and business Liaise with branches and segments staff to gather and collate information required to run training programs Assist to monitor Channels Human Capital Development Pillars to cultivate and nurture learning for continuous improvement, career progression and succession planning Compile feedback on staff training needs Coordinate training, Service Meeting, BSSM Forum, Service Convention, teambuilding programs and various development programs Work closely with LDC, segments and/or vendors in the administration of training program.
Support initiatives to cultivate and promote a service mindset and culture Assist in service campaigns and initiatives to drive and enforce service culture Gather information required to design service competencies and training programs to upskill service staff Work closely with branches for continuous service improvement Assist in administration duties on enhancement of Service Recognition Programs to recognise service champions, branches and areas Job Requirements A Recognised University Degree (ideally related to Human Resources/ Psychology/ Communications) Proven work experience (minimum 5 years), not necessarily from the banking industry but ideally with large organizations Minimum 2 years relevant experience in a Learning & Development or Customer Service role Key attributes required: