OCBC has launched a generative AI training programme for 900 wealth advisors in Singapore, as the bank looks to standardise coaching and improve advisory skills at scale.
The six-month programme covers investment advisory, client management, product knowledge, and wealth planning.
Previously, coaching was conducted in person and depended on the availability of supervisors.
Advisors could wait up to three weeks for a session, while supervisors often coached as many as 10 staff alongside other responsibilities.
This reliance on manual scheduling often led to uneven feedback and inconsistent evaluation standards.
The introduction of OCBC generative AI wealth advisors coaching uses large language models and anonymised internal customer insights to generate training scenarios.
These include portfolio planning, risk profiling, product discussions, and strategy adjustments.
The tool responds in real time to simulate client conversations and produces a report after each session highlighting competency gaps and areas for improvement.
This allows supervisors to focus in-person coaching on specific weaknesses while giving advisors more flexibility to practise independently.
The bank reported that advisors who completed the training doubled their weekly client appointments within the first three months compared with peers who had not yet undergone the programme.
Participants also recorded a 50% increase in revenue from the previous three months.
OCBC plans to extend the programme to Malaysia and Hong Kong with content tailored to the specific regulatory and market needs of each region.
Sunny Quek, OCBC’s Head of Global Consumer Financial Service, said,
“We now have a powerful programme for our wealth advisors to help them quickly grasp the skills relevant to build confidence and strong knowledge on products and financial industry regulations. The right customers must be sold the right products at the right time.
Driving the tech shift in our corporate strategy, a Gen AI-powered programme like this reinforces our commitment to utilising AI, digital and data capabilities to deliver customer-centric experiences.”
