VP2, Head of Channel Ops-Retail Ops | Kuala Lumpur, MY

United Overseas Bank; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

United Overseas Bank is seeking a VP, Head of Channel Ops for its Retail Operations in Kuala Lumpur. The successful candidate will lead the Channel Operations Centre, ensuring high standards of performance and compliance. With over 10 years’ experience in retail banking and team management, you will drive improvements and manage resources effectively. This role promises exciting opportunities for career progression in a dynamic environment.

Qualifications

• At least 10 years of retail banking operations experience.
• 10 years of team management experience with a minimum size of 20.
• Experience in RPA and automation implementations.

Responsibilities

• Lead and manage the Channel Operations Centre team.
• Ensure SLAs and deliverables are met.
• Drive process improvements and manage operations-related projects.

Skills

Leadership

Analytical skills

Problem-solving skills

Interpersonal skills

Organizational skills

Education

Bachelor's degree

Job description

VP2, Head of Channel Ops-Retail Ops

Posting Date: 25 Jun 2025

Location:
Kuala Lumpur, Wilayah Persekutuan, 59200

Company: UOB Innovation Hub 2 Sdn. Bhd.

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of around 500 offices in 19 countries and territories in Asia Pacific, Europe and North America. UOB's purpose is to build the future of ASEAN. Our purpose guides The UOB Way - that defines our unique culture and belief system, anchored on our values of being Honourable, Enterprising, United and Committed, and our people philosophy of Care, Growth and Trust.

About the Department

UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank's growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.

As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enables business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.

Job Responsibilities

The role is responsible for planning and managing resources effectively to meet daily operations requirements, monitoring of operations performance to ensure the team meeting SLA at all times and maintaining a high standard of operations control and compliance within the division. He/She will lead and manage the Channel Operations Centre team and related stakeholders, including counterparts in Singapore.
• Lead the COC team
• Lead and responsible for day-to-day operations to ensure SLAs and all deliverables are met
• Streamline processes to reduce operating cost and turnaround time without compromising quality and risk.
• Conduct internal reviews / tests to ensure compliance
• Assist with data analysis, report findings, recommend corrective actions and preventive actions for review.
• Proactively manage and resolve customers' and business units' feedback and queries promptly
• Drive operations related projects & process improvements
• Lead and coach staff to a high standard of performance, productivity and service quality
• Ensure that the Bank's policies, guidelines, operations control and compliance requirements are strictly adhered to;
• 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

Job Requirements
• Bachelor's degree
• At least 10 years of retail banking operations, especially in Account Maintenance (account opening and customer/account maintenance), Financial Payment, Customer Claims from Self-Service Machines and Cheque Processing
• At least 10 years of team management experience with a minimum size of 20
• 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
• Strong analytical and problem-solving skills
• Strong interpersonal and communication skills with excellent verbal/written communication and interpersonal skills
• Ability to think objectively and 'think outside the box' when analyzing issues
• Ability to work under pressure

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.

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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 territori...

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