VP, Head of Chargeback, Card Operations Processing Centre

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

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 at all times, maintaining high standard of operations control and compliance within the division as well as to enhance performance to best in market with deep expertise in the Charge Back and Unsecured operations domains. He/She will work closely with the respective Team Managers in Merchant Operations Department, to refresh the SOPs, identify and assess risks, as well as to develop effective risk mitigating measures.

In addition, the role is expected to;

• In charge of supervising & ensuring smooth running of Chargeback function within the bank which encompasses Card (Issuing) & Merchant (Acquiring) Chargeback.
• Plan & manage capacity to support changing Business demand
• Drive operations related projects & process improvements without compromising quality and risk.
• 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
• Conduct internal reviews / tests to ensure compliance.
• Assist with data analysis, report findings, recommend corrective actions and preventive actions for review. Lead, engage and coach staff to a high standard of performance, productivity and service quality
• Ensure that operation procedures are kept up to-date; Identify opportunities to improve productivity, efficiency and service quality in the team and within the division while assuming the role as a mentor to coach staff to ensure high standard of performance, productivity and service quality
• Ensure that the Bank’s policies, guidelines, operations control and compliance requirements are strictly adhered to.

Job Requirements

• Diploma / Degree Holder.
• 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
• Experienced in team management experience with a minimum size of 10.
• Able to multi-task and cope with change and diversity in a fast-paced environment
• Experience in change management projects, including successful RPA and automation implementations.
• Strong organizational and management skills with strong leadership qualities
• Possess strong analytical and problem-solving skills, able to think objectively and 'think outside the box' when analyzing issues
• Meticulous with an eye for details and quality mindset
• Strong cross-functional collaboration, verbal/written communications & interpersonal skills to drive outcomes through influence and negotiations
• Proficient in the use of Microsoft Office, specifically Microsoft Excel, Word & Powerpoint
• Team player, self-motivated and resourceful, ability to work under pressure
• Resourcefulness

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.