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Quality Assurance and Service Control Senior Manager

Posting Date:  26 May 2023

Ho Chi Minh City, VN

Company:  UOB Vietnam


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, Thailand and Vietnam, 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 Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.


Job Responsibilities

  • Reports to Customer Service Head.
  • Responsible for ensuring adherence to Local regulation; UOB’s policies and guidelines in Customer Service activities including COB, regulation and compliance review on timely manner.
  • Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching, and responding to compliance related inquiries across all product lines
  • Responsible for review risk and control assessment as well as response to audit findings and conduct corrective actions.
  • Manage service quality of contact center team by providing criteria & reports, cooperating with stakeholders to develop tools and system support for daily activities of agents.
  • Resolve issues that include uncommon and complex situations with significant organizational impact
  • Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
  • Develop leaders by providing guidance and mentorship in conjunction with succession planning
  • Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
  • Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
  • Drive organizational change through innovation and process improvement, eliminating friction points for team
  • Achieve team performance excellence to ensure high quality and high volume productivity
  • Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the bank’s reputation and safeguarding, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.


Job Requirements

  • 5-8 years of relevant experience
  • Intermediate to senior level experience in a related role with commensurate people management experience
  • Contact Center management experience, preferred
  • Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
  • Proficient project management skills
  • Effective written and verbal communication and presentation skills
  • Influencing and relationship management 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.

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