Job Description

Assistant VP, Customer Service Workforce Management, Cash Management Operations CenterPosting Date: 19 Mar 2024Location:
Singapore (City Area), Singapore, SG, 048624Company: United Overseas Bank LtdAbout 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 DepartmentGroup Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.Job Responsibilities

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences
• Performs service recovery
• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Optimize calls structure operations by analyzing data, identifying areas for improvement, and implementing process enhancements
• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Conducts monitoring and coaching sessions
• Provides on-the-job training and mentoring.
• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Involve in Department projects to ensure success

Job Requirements

• Bachelor\'s degree with 5 years of working experience in Contact Centre
• Managerial experience leading a team
• Great communication skills
• Ability to manage a team and ensure SLA are met
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
• Experience in Workforce Optimization (WFO) system are preferred

Be a part of UOB FamilyUOB 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.Apply now and make a difference.

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