VP/Assistant VP, Customer Care Management, Group Channels and Digitalization

United Overseas Bank
Singapore, Singapore
Sep 25, 2022
Oct 10, 2022
Industry Sector
Finance - General
Employment Type
Full Time
VP/Assistant VP, Customer Care Management, Group Channels and Digitalization

Posting Date: 21-Sep-2022

Location: 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
The Group Customer Experience and Advocacy (GCEA) team works closely with all functions across the Group to ensure that through our customer-centric approach and consistent practice, our customers will feel that they can count on us, grow with us, recommend us to their family and friends and experience our culture of trust that helps us stand out in the industry.

Job Responsibilities
The successful candidate will play a key role in the Group Customer Experience and Advocacy team in managing the Bankwide priority and high risk customer issues to ensure timely and effective resolution. The key responsibilities include:
  • Corporate liaison party for bank-wide coordination, monitoring, review of written replies and enforcing timely resolution of priority complaints (customers' issues received from Monetary Authority of Singapore (MAS), Association of Banks in Singapore (ABS), Minister of Parliament (MP), Press, CEO, Chairman, with emphasis on Financial Dispute Resolution Centre (FIDReC) and Financial Advisor's Act (FAA) related cases),
  • Preparation of reports to Senior Management
  • Analyse, identify problem areas and plan improvement initiatives to prevent recurrent customer issues in processes.

Job Requirements
  • Recognised university degree with at least 3 years of relevant experience in a large organisation.
  • Strong problem-solving and interpersonal skills with the ability to work and interact with different business and support units, and across the region.
  • Experience in improvement projects
  • Effective communication(Bi-Lingual) and presentation skills.
  • IT Savvy
  • Meticulous and thoughtful.
  • Independent, self-motivated and resourceful.

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.
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