Assistant VP, Customer Service (Inbound), Contact Center

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.

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.

Responsibilities

• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
• Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
• Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
• Conducts monitoring and coaching sessions.
• Provides on-the-job training and mentoring.
• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Monitors and documents team members’ performance results.
• Develops and motivates the assigned team members.
• Ensures that all team members have the necessary tools and information to excel in customer service.
• Identifies team and individual training needs and develops plans for immediate and long-term performance improvements.

Minimum Requirements

• A university degree holder in any discipline with minimum 5 years of relevant work experience of proven supervisory and team management experience, preferably in a financial customer service environment or call centre.
• A strong customer service mindset with good communication and problem solving skills.
• Knowledge of banking and/or credit cards products and services.
• Resourceful and able to make decisions to resolve various issues.
• Possess strong interpersonal and leadership skills to effectively motivate and lead the team.
• Ability to perform 3 rotating shifts, including night shift, weekends and public holidays.
• Proficient in Microsoft Office applications.

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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