VP, Service Specialist. Group Channels and Digitalisation

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 Channels & Digitalization function enables end-to-end seamless connectivity for UOB customers across all physical and digital touchpoints of the Bank. Designed to be in tune with our customers’ banking preferences, we strive to enhance engagement and deliver exemplary experiences across our network of branches, self-service machines and digital platforms. We collaborate with FinTech ecosystem partners to keep abreast of developments in the FinTech innovation space and to embed ourselves in our customers’ lives. We also harness customer insights to help us deliver new business models and digital innovations, and to build deeper relationships with our customers.

Job Responsibilities

Reporting to the Head of Customer Experience & Strategic Projects, Group Channels & Digitalisation (GCD), the Service Specialist’s main responsibility is to ensure active management of customer issues/problems. He/She will be responsible for any investigation and E2E resolution of “complex” issues and address pain points received by GCD touchpoints.

Investigation & Issue Management

• Support complex issues/problems escalated by GCD touchpoint(s) that cannot be closed within “First Contact Resolution” and/or support needed from business/support units, subject matter experts.
• Work closely with GCD touchpoint(s) and internal stakeholder(s) to conduct investigation, and provide complete resolution within established Service Level Agreement.
• Where required, to intervene and assist GCD touchpoint in managing the customer directly.
• Prepare reports on issues/problems tracking, root cause analysis and status updates to GCD Management.

Service Improvement

• Review, analyse and provide insights of customer problems/issues surfaced by GCD touchpoints.
• Identify root cause and propose focus areas for improvement to address pain-points or re-occurrence of issues.
• Execute proposed service improvement action plans, including working with internal stakeholders, and participating in service related projects and initiatives.

Job Requirements

•    Degree in Business or Service-Related Degree preferred
•    At least 5 years of experience 
•    Positive and self-motivated individual with strong customer focus mindset;
•    Excellent communication with good command of language and interpersonal skills with ability to engage diverse group of stakeholders;
•    Innovativeness, ability to create & innovate new experience at touchpoints.
•    Able to multi-task and work in a fast-paced environment under tight deadline

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.