Assistant Vice President Service Excellence Program Manager

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 90,000 - 125,000; Full time

Job summary

A leading financial institution in Singapore is seeking a Service Excellence Program Manager to drive strategies for high-quality customer service and operational efficiency. The role involves program execution, performance monitoring, and stakeholder engagement. Ideal candidates will have over 7 years of experience in program management within the financial sector, coupled with expertise in process improvement and digital transformation. Strong data analysis and communication skills are essential. This role offers a dynamic environment for impactful leadership.

Qualifications

• At least 7 years of relevant experience in program management and service excellence.
• Demonstrated expertise in process improvement design and implementation.
• Familiarity with digital transformation, automation, or AI tool deployment.
• Excellent communication skills, both written and verbal.
• Ability to perform in a fast-paced, multi-market environment.

Responsibilities

• Drive execution of service excellence strategies across multiple markets.
• Establish governance frameworks to monitor progress and manage risks.
• Track key service metrics to identify improvement opportunities.
• Lead service improvement initiatives involving multiple teams.
• Partner with IT for digital transformation and automation opportunities.

Skills

Digital Transformation

Leadership

Data Analysis

Regulatory Compliance

Customer Experience

Process Improvement

Rollout

Program Management

Stakeholder Management

Six Sigma

Education

Lean Six Sigma or similar certification

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Roles & Responsibilities

Job Description

The Service Excellence Program Manager is responsible for driving the execution of service excellence strategies across multiple markets in the financial sector. This role ensures consistent delivery of high-quality customer service, operational efficiency, and digital transformation, while maintaining compliance with industry regulations and standards.

Responsibilities

Program Execution & Governance

• Translate regional service excellence strategies into structured, multi-country programs with clear milestones, timelines, and measurable outcomes.
• Establish and maintain governance frameworks to monitor progress, manage risks, and ensure accountability across all operations.

Performance Monitoring & Insights

• Track and analyze key service metrics (e.g., NPS, FCR, Complaints, Call Quality) across countries to identify trends, gaps, and improvement opportunities.
• Develop executive dashboards and performance reports to inform strategic decisions and drive data-led improvements.

Cross-Functional Project Leadership

• Lead and coordinate service improvement initiatives involving operations, training, digital, compliance, and customer experience teams.
• Ensure timely delivery of projects with measurable impact on service quality, customer satisfaction, and operational efficiency.

Digital Transformation & Automation

• Partner with IT and digital teams to deploy and scale tools such as Bring Your Own Bot (BYOB) and Generative AI-powered assistants, enhancing productivity and customer experience.
• Identify and implement automation opportunities across customer journeys and service processes to reduce handling time and improve resolution rates, while ensuring compliance with financial industry regulations.

Stakeholder Engagement & Alignment

• Act as a central liaison between regional leadership, country teams, and support functions to ensure strategic alignment and operational consistency.
• Facilitate regular engagement forums, feedback loops, and communication channels to drive collaboration and transparency.

Capability Building & Best Practice Sharing

• Support the design and rollout of training programs focused on service mindset, regulatory compliance, skills, and digital tools.
• Document and disseminate best practices, success stories, and scalable frameworks to uplift service standards across all markets.

Requirements

• At least 7 years of relevant experience in program management and service excellence within the financial industry, including demonstrated expertise in process improvement design and implementation.
• Background in human-centered design for service or process improvement.
• Lean Six Sigma or similar process improvement certification.
• Familiarity with digital transformation, automation, or AI tool deployment in regulated environments.
• Exposure to contact center operations or collaboration with contact center teams.
• Advanced data analysis skills, with strong proficiency in Microsoft Excel.
• Excellent communication skills, both written and verbal.
• Proficiency in creating and delivering presentations using Microsoft PowerPoint.
• Outstanding stakeholder management and cross-functional leadership abilities.
• In-depth knowledge of financial industry regulations and compliance.
• Ability to perform in a fast-paced, multi-market environment.

Key Skills

• Digital Transformation
• Leadership
• Data Analysis
• Regulatory Compliance
• Customer Experience
• Process Improvement
• Rollout
• Program Management
• Accountability
• Customer Satisfaction
• Customer Service
• Service Excellence
• Stakeholder Management
• Six Sigma
• Customer Journeys