Assistant VP, Training and Operations, Contact Center

UOB•Phoenix, AZ

71d

About The Position

Design, implement, and continuously improve structured onboarding programs to ensure new hires gain a strong understanding of company products, processes, and service expectations Facilitate engaging and effective in-person and virtual training sessions that promote job confidence and readiness Deliver new hire training, upskill training, and new process training Ensure new hires are equipped with foundational soft skills and knowledge to succeed in their roles Design, develop, and deliver soft skills training programs such as communication, emotional intelligence, leadership, teamwork, and adaptability Evaluate training effectiveness through feedback, assessments, and performance metrics Monitor employee performance post-training, identify learning gaps, and recommend targeted interventions to enhance productivity and service quality Recommend and implement learning strategies that improve retention and long-term engagement Maintain and update training materials, including manuals, e-learning modules, and job aids, ensuring content is current, relevant, and aligned with business goals Analyze call trends and performance data to identify knowledge gaps and integrate insights into training modules for continuous improvement Design and implement annual skills assessments and recertification programs to ensure ongoing competency and compliance Oversee ongoing learning initiatives such as skills development workshops, coaching sessions, and digital learning Promote a culture of lifelong learning, continuous improvement, and service excellence across the organization Foster a supportive learning environment that encourages growth, recognition, and career development Track and analyze early attrition trends and key drivers during training Stay current with trends in learning, soft skills development, and motivational techniques

Requirements

Bachelor's degree with 6-7 years of experience in training and operations, good to have banking background.
Proven experience as a trainer, facilitator, or motivational speaker.
Certification related to Training/Soft skills presentation (e.g., Dale Carnegie, Train the Trainer, or equivalent).
Excellent presentation, communication, and interpersonal skills.
Ability to engage diverse audiences and adapt to various learning styles.
Strong organizational and project management skills.
Excellent motivational skills to inspire and energize employees

Nice To Haves

Charismatic and inspiring presence.
Passion for helping others grow and succeed.
Creative approach to learning design and delivery.
Experience in coaching or mentoring.

Responsibilities

Design, implement, and continuously improve structured onboarding programs
Facilitate engaging and effective in-person and virtual training sessions
Deliver new hire training, upskill training, and new process training
Design, develop, and deliver soft skills training programs
Evaluate training effectiveness through feedback, assessments, and performance metrics
Monitor employee performance post-training, identify learning gaps, and recommend targeted interventions
Recommend and implement learning strategies that improve retention and long-term engagement
Maintain and update training materials
Analyze call trends and performance data to identify knowledge gaps
Design and implement annual skills assessments and recertification programs
Oversee ongoing learning initiatives
Promote a culture of lifelong learning, continuous improvement, and service excellence
Foster a supportive learning environment
Track and analyze early attrition trends and key drivers during training
Stay current with trends in learning, soft skills development, and motivational techniques