Job Description

About 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 DepartmentUOB has Retail Banking Contact Centres in 6 ASEAN countries; Singapore, Malaysia, Thailand, Indonesia, Vietnam, and China with over 2,000 staff. We provide a comprehensive range of channel interaction services (eg. voice, chat, video, email) covering the full range of Retail Banking products and services.Job ResponsibilitiesThis senior leadership position will lead both the change and run agenda of the UOB Retail Banking Contact Centres. You will provide strategic direction and leadership for Retail Banking Contact Centres in Singapore and the rest of the ASEAN region. You will proactively improve the Contact Centres functional capabilities, efficiencies, team engagement and effectiveness, and lead transformation initiatives. You will be adaptable and possess excellent communication skills to be able to build and foster great working relationships with business and technology stakeholders alike and your team members.
You will also have a track record of ensuring operational excellence of delivering excellence in customer service and/or contact centre experience, preferably in a leading financial institution. In addition, you will be a role model for UOB\'s values and display personal and professional integrity and strong work ethics.Change / Transformation Design and Implementation

• Generate insights and recommendations from Contact Centre data tdrive changes across the organisation including with business / product partners timprove customer experience
• Be the voice of customers as a critical front line channel tidentify opportunities of improvement within Contact Centres and across the organisation
• Strategy design tcreate future proofed contact centre tprovide best in class customer experience and operational efficiency
• Operating model best practice design and standardization across the region
• Implementation of key initiatives including platform transformation

Operational Leadership1) Service performance management

• Lead the regular review with business on service levels, demand and resourcing needs.
• Analyse and report on key performance indicators (KPIs) such as service levels, average handle time, and occupancy rate tidentify trends for improvement, and insights tmanagement stakeholders on contact centre performance, and capacity utilization.

2) Budget and capacity management

• Develop, monitor, and maintain annual budgets and expenses spend for contact centre operations, including staffing, technology, training, and facilities. Identify opportunities for efficiency improvements.
• Forecast staffing requirements based on historical data, anticipated call volumes, and business projections. Implement workforce management strategies toptimize staffing levels.

3) Risk, control and governance management

• Ensure early identification and resolution of challenges impacting Contact Centre.
• Embed a robust risk governance culture, strengthening the risk and control environment

4) Stakeholder management

• Act as a single point of contact (trusted advisor) for senior stakeholders and influencers.
• Support effective business change by building relationships with business leaders and other partners.

Develop Workforce Talent

• Mentor a team of senior Contact Centre heads in the region
• Build high performance teams
• Develop plans tacquire skills and necessary manpower resources for the continuous development of the team and company
• Develop programmes aimed at upskilling the company\'s Contact Centre workforce

Job Requirements

• Senior management experience in leading multi-country contact centres in financial services ideally in ASEAN countries
• Strong leadership and influencing skills
• Detail orientated and hands on approach. Strong with data and analytics to generate actionable insights
• Being customer-obsessed
• Strong process re-engineering experience

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.Apply nowStartPlease wait...

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