Job Description

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.

The incumbent will be instrumental in driving and sustaining process standardization across UOBM, UOBS, UOBT, UOBI, and UOBV Contact Centers, by harnessing the benefits of GenAI and BYOB implementation to enhance operational effectiveness. Key responsibilities include reducing Average Handling Time (AHT), minimizing process hand-offs to improve accuracy and service quality, and supporting automation initiatives to boost productivity and scalability. This position also ensures continuity in knowledge, execution, and delivery of regional initiatives aligned with strategic business objectives.
Responsibilities:

• Design, build, and maintain dashboards and reports to monitor contact center performance, customer experience metrics, and compliance indicators.
• Analyze large datasets to identify trends, anomalies, and improvement opportunities.
• Collaborate with regional teams to standardize reporting formats and improve data quality.
• Assist in automation and visualization of key metrics using tools such as Qlik, Power BI, or equivalent.
• Respond to ad-hoc data requests and support executive reporting needs.
• Ensure data accuracy, consistency, and alignment with governance standards.

Requirements:

• Bachelor Degree in data Analytics, Statistics, Business, or a related field.
• At least 4 years of experience in data analysis, preferably within banking or contact center environments.
• Proficiency in data visualization tools (e.g. Qlik, Power BI) and Excel.
• Experience with SQL, Python, or other data manipulation tools is a plus.
• Strong analytical thinking and attention to detail.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Additional Requirements
Be a Part of the 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