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VP1, Service Culture Transformation & Strategy, CEA

Posting Date:  19-Mar-2023

Kuala Lumpur, Wilayah Persekutuan, MY

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 Strategic Communications and Customer Advocacy function works closely with all functions across the Group to protect and to promote the reputation of UOB. Through our thought leadership, stakeholder and community engagement programmes, we ensure that UOB’s presence, relevance, insights and understanding are seen and felt by our colleagues and customers, wherever they are. We also strive to turn our customers into advocates through our consistent and considered approach in delivering reliable and distinctive customer service.

Job Responsibilities

The VP of Service Culture Transformation & Strategy will drive service culture programs which are aligned with the Banks vision, mission and strategy to improve the customer experience across multiple touch points. This is a both a strategic and execution role which requires frequent interaction with senior leaders, unit heads and local country heads.


  • Responsible for the bank’s service culture strategy and driving its transformation journey.
  • Develop the service culture strategy and drive its implementation through robust frameworks, policies, processes, data analytics and behavioural transformation.
  • Work closely with the other teams within Customer Experience & Advocacy, as well as with branches, the contact centre, and other customer touchpoints to ensure consistent delivery of the strategy.
  • Lead projects that will embed a customer centric approach to everything we do.
  • Design and promote service culture programs focusing on signature experiences for customers and employees centred on a culture of service excellence.
  • Work closely with HR and local unit heads to develop a customer centric DNA across the Bank.
  • Lead the strategy and delivery of regional Customer Experience initiatives relating to driving the service culture.
  • Maintain knowledge of industry trends.
  • Act as transformative change agent; promote service culture mind set and behaviour across the organization.
  • Analyse survey results, complaint trends, customer and staff feedback to obtain deep insight, identify improvement opportunities and propose recommendations for change.

Job Requirements

  • A degree holder with a demonstrated track record in service excellence roles in consumer focused or financial institutions with strong reputation for delighting customers.
  • Must possess a creative spirit and the courage to drive change in the organization and challenge the status quo to help the organization reach higher levels of performance.
  • Innovative, results driven and passionate about reimagining customer experience in the ever changing banking landscape.
  • Possess strong leadership, presentation and influencing skills, and is a strategic yet hands on team member.
  • Work effectively across functions, promoting collaboration and teamwork in pursuit of successful outcomes.
  • Work autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate any potential issues.
  • Highly organized with the ability to manage multiple and often competing priorities.
  • Strong interpersonal skills, with the ability to gain the trust and confidence of internal partners; comfortable working one on one with all levels, from senior management through to functional level employees.
  • Strong communication skills, including verbal, written, and presentation; mature, thoughtful, and articulate.

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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