First VP, Client Experience Manager, Private Bank

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

UOB Private Bank
is dedicated to managing the wealth of high-net-worth individuals with investment assets of $5million and above. Keeping in mind our clients’ financial objectives, we provide tailored products and solutions that draw on the Group’s comprehensive suite of personal, business and investment services.

Job Responsibilities

A Client Experience specialist responsible for improving client touch points and driving business improvement projects to improve efficiency of processes to benefit direct Private Bank clients and internal clients.

•    Drive client / business / process / organizational improvement projects and processes through consulting mindset, ensuring solid framing of projects and impactful & quality delivery. 
•    Derive viable solutions through deep-dive analysis, problem solving, process/organization re-engineering, target operating model design etc.
•    Present findings, client pain points, recommendations and project status to sponsors and projects’ stakeholders.
•    Investigate client issues that arises and establish relationships with other internal stakeholders to address and improve service level standards and ensure services are delivered to specific SLAs.  
•    Track and report the number of client issues, determine patterns in escalated issues or complaints to define mitigation strategies or changes to processes. 
•    Establish protocols to resolves client issues promptly without compromising quality and ensuring client-facing staff are able to achieve desired clients operational satisfaction levels.  
 

Job Requirements

•    Minimum Degree holder with more than 12 years of total experience experience in Business Project Management, Transformation Program or Client Experience. Minimum 7 years of working experience in banking and finance, preferably in Private Banking with knowledge in products and services. 
•    Ability to navigate the organizational complexities with courage, transparency and resilience.
•    Ability to go into operational details, yet create a high level view for senior management.  
•    Focus on business impact and client satisfaction at all times through solid delivery of projects. 
•    Strong planning, organization and stakeholder management skills, good communication, problem solving and analytical skills.

Technical Skills
•    Business Process Re-Engineering 
•    Technology Application
•    Service Challenges 
•    Stakeholder Management
•    Partnership Management
•    Continuous Improvement Management  
•    Quality Standards 

Generic Skills
•    Service Orientation 
•    Communication 
•    Problem Solving 
•    Interpersonal Skills 
•    Teamwork 
 

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.