VP, Service Performance & Issue Insights Manager, Group COO

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 Retail function provides Personal and Business Banking customers with financial solutions tailored to their needs. We help them manage their money wisely and meet their financial goals through an extensive range of products and services. These include deposit, insurance, secured and unsecured loans, investment and wealth advisory services.

Personal Financial Services

We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

The COO Office has Business Risk & Control teams across various risk types, acting as safeguard for the business

Job Responsibilities

Role Purpose

This role is responsible for driving visibility and accountability over service performance and issue management across Group Retail. The incumbent plays a central role in tracking service KPIs, reporting performance to senior stakeholders, identifying root causes of aging requests, and generating insights to support service recovery and continuous improvement efforts.

Key Responsibilities

Dashboard & Reporting

• Monitor Retail service performance indicators and turnaround metrics
• Maintain service dashboards to enable real-time tracking and management visibility
• Provide regular reporting to senior management and regulators on service KPIs and issue backlog
• Ensure timely submission of regulatory performance reports and dashboards

Issue Analysis & Remediation Tracking

• Track and manage aging customer requests and complaints across key service processes
• Conduct root cause analysis and partner with relevant business units to address systemic issues
• Identify trends, process bottlenecks, and data patterns to inform continuous improvement
• Monitor the progress of remediation initiatives and escalate where needed

Cross-functional Collaboration

• Liaise with product, operations, and service teams to gather insights and validate findings
• Support governance forums with data-driven insights and actionable reporting
• Champion a culture of transparency and service accountability across Retail teams

Job Requirements

Bachelor’s degree in Business, Operations, Analytics or equivalent
• 7+ years in service performance monitoring, issue tracking, or operational governance roles
• Advanced proficiency in Microsoft Excel (e.g., macros, pivot tables, lookups, formulas,
charts) for detailed performance analysis
• Power user of Microsoft PowerPoint, with strong ability to craft clear, executive-ready decks
and data-driven storylines
• Proficiency with tools such as Qlik, Python, Power BI or Tableau to support data automation
and dashboard development
• Solid understanding of service KPIs, complaints handling, or process management in a
banking environment
• Effective communicator with strong stakeholder management and follow-through
• Self-starter with high attention to detail and a proactive, improvement-oriented mindset

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.

Competencies