Online Banking Center Manager (Training Management)

About the role

The role focuses on designing, delivering and managing training programmes for the Online Banking Centre, ensuring staff have the product, service and skill knowledge required to serve customers effectively.

Key responsibilities

• Design and deliver comprehensive training programs for existing and new employees, covering product, service and skill topics.
• Implement knowledge management systems to organise and optimise access to training resources.
• Develop role‑specific curricula for voice‑based and online agents and coordinate soft‑skill course creation.
• Build and manage an internal part‑time trainer team, leveraging employee expertise.
• Lead cross‑functional projects such as certification programmes and process‑improvement initiatives.
• Explore and implement AI‑driven training tools, including intelligent role‑play simulations, to improve efficiency.
• Oversee training budgets, planning and cross‑departmental collaboration for non‑training initiatives.

Required profile

• Bachelor’s degree or higher in Education, Human Resources Management or related fields.
• Minimum three years of experience in corporate training or education.
• Proven ability to develop curricula and identify training needs independently.
• Strong cross‑level, cross‑regional and cross‑departmental communication and coordination skills.
• Excellent verbal communication, public speaking and facilitation abilities for company‑wide events.
• Prior experience in the banking or finance industry.
• Fluency in English, Chinese (written and spoken) and Putonghua; Cantonese proficiency preferred.