AVP, Service Relationship Manager, Emerging Enterprise

United Overseas Bank (Malaysia) Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is seeking an AVP, Service Relationship Manager for Emerging Enterprise in Kuala Lumpur. You will manage high-touch servicing, coordinate with internal teams, and support loan, trade, and digital banking inquiries to deliver seamless client experiences.

In this role you will uphold AML/CFT and policy requirements, monitor escalations, and partner with Relationship Managers and product teams to drive service improvements across the enterprise portfolio.

Responsibilities

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Resolve customer enquiries efficiently through First Contact Resolution (FCR) whenever possible.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Coordinate with internal stakeholders to ensure prompt closure of customer requests and complaints.
• Manage and process inbound requests received from Business Banking stakeholders.
• Support Loan-related enquiries including redemption requests, outstanding balances, fire insurance matters, prepayments, and security document requests.
• Support Trade Finance requests including Offering Sheets, Bank Guarantees, Invoice Financing, and related documentation.
• Handle Business Internet Banking (BIB) requests, fixed deposit enquiries, transaction-related matters, and operational escalations.
• Ensure requests are properly documented, complete, and routed to the appropriate processing teams.
• Act as a central coordination point for customer complaints and service recovery cases.
• Monitor progress of escalated cases and ensure customers receive timely updates.
• Maintain ownership of issues until resolution and closure.
• Escalate high-risk, sensitive, or regulatory-related matters to management when necessary.
• Adhere to Bank policies, regulatory requirements, AML/CFT guidelines, and operational procedures.
• Ensure customer instructions and supporting documents meet policy requirements before processing.
• Identify potential operational risks and expedite exceptions promptly.
• Maintain customer confidentiality and data security standards.
• Work closely with Relationship Managers, Sales Teams, CMOC, TROC, Product Teams, and Branches.
• Facilitate effective communication between customers and internal processing units.
• Provide advisory support to internal stakeholders on servicing processes and requirements.
• Support process improvement and transformation initiatives to enhance efficiency and customer experience.

Job description

AVP, Service Relationship Manager, Emerging Enterprise

Company: 2201 United Overseas Bank (Malaysia) Bhd

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.

United Overseas Bank ("UOB") was incorporated on 6 August 1935 as the United Chinese Bank. Founded by Datuk Wee Kheng Chiang, the Bank catered mainly to the Fujian community in its early years. The change of name was effected in 1965. Over the past 76 years, UOB has grown from strength to strength. Through a series of acquisitions, it is now a leading bank in Asia. Besides Far Eastern Bank in Singapore, UOB’s major banking subsidiaries in the region are United Overseas Bank (Malaysia), United Overseas Bank (Thai), PT Bank UOB Buana and United Overseas Bank (China). Today, the UOB Group has a network of over 500 offices in 19 countries and territories in Asia Pacific, Western Europe and North America.

UOB (Malaysia) offers an extensive range of commercial and personal financial services through its branches, subsidiaries and associate companies: commercial lending, investment banking, treasury services, trade services, cash management, home loans, credit cards, wealth management, general insurance and life assurance.

Job Description

Customer Servicing & Relationship Management

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Resolve customer enquiries efficiently through First Contact Resolution (FCR) whenever possible.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Coordinate with internal stakeholders to ensure prompt closure of customer requests and complaints.

Operational & Transaction Support

• Manage and process inbound requests received from Business Banking stakeholders.
• Support Loan-related enquiries including redemption requests, outstanding balances, fire insurance matters, prepayments, and security document requests.
• Support Trade Finance requests including Offering Sheets, Bank Guarantees, Invoice Financing, and related documentation.
• Handle Business Internet Banking (BIB) requests, fixed deposit enquiries, transaction-related matters, and operational escalations.
• Ensure requests are properly documented, complete, and routed to the appropriate processing teams.

Complaint & Escalation Management

• Act as a central coordination point for customer complaints and service recovery cases.
• Monitor progress of escalated cases and ensure customers receive timely updates.
• Maintain ownership of issues until resolution and closure.
• Escalate high-risk, sensitive, or regulatory-related matters to management when necessary.

Risk & Compliance

• Adhere to Bank policies, regulatory requirements, AML/CFT guidelines, and operational procedures.
• Ensure customer instructions and supporting documents meet policy requirements before processing.
• Identify potential operational risks and expedite exceptions promptly.
• Maintain customer confidentiality and data security standards.

Stakeholder Management

• Work closely with Relationship Managers, Sales Teams, CMOC, TROC, Product Teams, and Branches.
• Facilitate effective communication between customers and internal processing units.
• Provide advisory support to internal stakeholders on servicing processes and requirements.
• Support process improvement and transformation initiatives to enhance efficiency and customer experience.

Additional Requirements

Be a Part of the 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.