Job Description

Assistant VP, System Project (Contact Center Systems), Group Contact Centre (PROCO)

Posting Date: 05-Nov-2022

Location: Singapore, SG

Company: United Overseas Bank Limited

About UOB
United 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
Group 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

• Manage contact centre system requirements to cater for new volume and users
• Oversee activities of contact centre related system projects to ensure timely delivery within budget
• Ensure successful digital transformation and transition to new contact centre systems
• Coordinate with Contact Centres to identify business requirements
• Assist in gathering and detailing functional requirements with internal and external stakeholders, including technology teams and vendors
• Review system solutions, cost estimates and implementation timeline for Contact Centres
• Establish business metrics and performance KPIs for new Contact Centre systems

Job Requirements

• Degree/ Diploma holder
• Experience in handling systems requirements for Call Centre, Banking or Customer Service (calls and correspondents) will be an advantage
• Experience in analyzing business requirements and managing system project lifecycle is preferred
• Possess a positive mindset with a "CAN-DO" attitude and passion to deliver highest quality standard
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment
• Strong analytical and communication skills

Be a part of UOB Family
UOB 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.