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VP1, Sales Process Management & APEX

Posting Date:  14-Jan-2022

Kuala Lumpur, Wilayah Persekutuan, MY, 50738

Company:  United Overseas Bank (Malaysia) Bhd

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 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

  • To conduct investigation on complaint cases.
  • Co-ordinate with internal stakeholders/ business partner to track and ensure the complaint is resolved within the stipulated timeline.
  • To present the complaint cases to Review Panel for deliberation and decision.
  • Collaborate with internal stakeholders to facilitate information required for complaint cases escalated to authority within agreed turnaround time.
  • To ensure timely tabling of staff disciplinary cases to Disciplinary Panel for deliberation.
  • To compile and track disciplinary actions meted to the staff.
  • To develop and review processes.
  • To provide analysis for complaints cases.
  • To perform independent review and testing to validate that the set standards are adhered to as per guideline and procedures.
  • To ensure timely submission of reports.

Job Requirements

  • Degree holder with minimum 3 years financial services industry experience.
  • Seasoned in complaint resolution and service quality management a definite advantage.
  • Strong self-motivation with good leadership, project and people management, interpersonal and communication 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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