First VP, Unit Head, Head of Service Quality, Onboarding, and Training, Contact Center

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

• Lead the centerwide strategy for service quality, including NPS, complaint resolution, and escalation handling, ensuring timely and effective responses. Develop and implement quality assurance frameworks, leveraging insights, feedback, and continuous improvement initiatives to uphold service excellence standards.
• Develop and implement quality assurance strategies to uphold service excellence standards, including monitoring Net Promoter Score (NPS), managing customer complaints, and handling escalations effectively.
• Oversee the end-to-end management of customer complaints and escalations, establishing robust tracking and analysis processes. Drive resolution strategies and implement corrective actions to improve customer satisfaction and reduce recurring issues.
• Oversee the full onboarding and training process for new employees, ensuring a structured and seamless transition. Develop comprehensive training programs covering products, processes, and service expectations. Monitor attrition trends, analyze key drivers, and recommend strategies to improve retention and long-term employee engagement.
• Oversee the design and execution of continuous learning initiatives, including skill development, coaching, e-learning, and workshops. Ensure training programs align with business objectives and enhance employee performance, fostering a culture of service excellence.
• Utilize data analytics to track service quality trends, customer feedback, and employee performance metrics. Identify areas for improvement and implement best practices to optimize operational efficiency and the overall customer experience.
• Lead and coach team heads for optimal performance to develop healthy relationships of trust, inspire employees, and create a productive environment that fosters growth and engagement.
• Engage internal and external stakeholders in matters related to complaints involves establishing clear communication objectives, choosing appropriate communication mediums, and monitoring feedback to maintain positive relationships and enhance organizational reputation.

Job Requirements

• Minimum 10 years of working experience in Service Quality, Complaint management, Onboarding, and Training.
• Strategic business leadership with excellent stakeholder management, interpersonal and analytical skills.
• Background in talent acquisition and onboarding.
• Good knowledge of banking process, products and systems.
• Proficient in Microsoft Office.
• Strong customer service mindset with good communication and problem-solving skills to advise and facilitate issue resolution with customers.
• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
• High level of accuracy and attention to detail.
• Personal resilience and ability to perform effectively in a pressured environment with a positive “can do” attitude and a positive attitude to change.
• Highly motivated self-starter and ability to work with senior stakeholders.

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.