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Senior Officer , Chargeback, Card Operations Processing Centre, Group Technology & Operations

Posting Date:  18-Apr-2022

SG, Alexandra

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 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

The role is responsible for leadership delivery of customer operations for Cards Charge Back (Merchant & Cardholder), through effective planning and management of resources to meet operational and customer experience performance metrics. The selected candidate is expected to meet existing KPIs and SLAs as well as enhance performance to best in market with deep expertise in the Charge Back and Unsecured operations domains.


In addition, the role is expected to;

  • Identify opportunities to improve productivity, efficiency and service quality within the division
  • Drive operations related projects & process improvements
  • Lead and coach staff to a high standard of performance, productivity and service quality
  • Proactively manage and resolve customers’ and business units’ feedback and queries promptly
  • Ensure that the Bank’s policies, guidelines, operations control and compliance requirements are strictly adhered to

Job Requirements

  • 5 to 10 years of retail banking operations, especially in Cards Charge Back processing and/or Unsecured Operations  
  • Sound knowledge of Cards schemes dispute rules
  • Experience in change management projects, including successful RPA and automation implementations.
  • Strong organizational and management skills
  • Strong analytical and problem solving skills
  • Strong 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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