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Manager, Service Quality Management, Contact Center

Posting Date:  21 Nov 2023

Singapore (City Area), Singapore, 048624

Company:  United Overseas Bank Ltd

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

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Responsibilities

  • Acts as the main contact point for all intra and/or inter-department feedback and complaint handling and liaise with affected business or support unit to determine the cause of issue and resolution for customer.
  • Ensure timely handling of customer issues raised and proactively follows up to ensure all stakeholders are kept informed and does their part in addressing customer's issues and resolution promptly.
  • Embody customer engagement & professionalism by showcasing excellent customer handling skills and appropriate service recovery when necessary.
  • Collate, analyze and identify customer service gaps in the customer experience feedback, complaints and compliments to provide business intelligence for the Call Centre and the Bank.

Job Requirements

  • A university degree holder in any discipline with minimum 2 years’ of relevant work experience in Complaints Management familiar with banking and/or credit cards process, products and systems (prior experience as universally-trained UOB Call Centre staff preferred).
  • Excellent written and spoken communication skills in English, with ability to influence and persuade stakeholders. Bilingual in a second language (spoken and written) is an advantage.
  • A strong customer service mindset with good communication, excellent problem solving and complaint management skills to represent the Bank to customers and general public
  • Possess strong interpersonal skills, resourceful and able to work independently and as a team.
  • Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.

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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