Client Service Manager-1

1011 United Overseas Bank Ltd; Singapore; On-site; SGD 100,000 - 160,000; Full time

Job summary

1011 United Overseas Bank Ltd in Singapore is seeking a People Manager to guide and coach Client Advisor Assistants (CAA) and ensure optimal CAA resource utilization. You will oversee CAAs daily, coordinate recruitment, back-ups, and cross‑department initiatives, mentoring new CAAs and participating in UAT, process improvements, and contingency planning to maintain service levels during disruptions.

Ideal candidates will have strong people management skills, experience supervising CAAs, and a

Qualifications

• CACS 1 and CACS 2 certifications required for Client Advisors.
• Demonstrated competency in developing, engaging, executing and strategising client service.
• Experience in supervising and coaching Client Advisor Assistants (CAA) is preferred.

Responsibilities

• Day-to-day supervisory oversight of CAAs.
• Resourcing of CAAs and back-up planning in consultation with Team Leaders.
• CAA recruitment and onboarding.
• Coordinate across departments to deliver on client commitments.
• Escalate service issues to relevant internal stakeholders.
• Mentor new CAAs and participate in adhoc projects (e.g., systems UAT, process improvements, focus groups).
• Develop and test contingencies to maintain service levels during disruptions (leave, medical, etc.).
• Optimize existing client servicing processes.

Skills

People management

Coaching

Resource planning

Education

CACS 1 - Client Advisor Competency Standards Paper 1 - Singapore

CACS 2 - Client Advisor Competency Standards Paper 2 - Singapore

Develop (Competency) / Engage / Execute / Strategise (Competency)

Job description

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow. UOB is rated as one of the world’s top banks, ranked 'Aa1' by Moody’s Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.

Job Description

A People Manager responsible for guiding and coaching Client Advisor Assistants (CAA) and ensuring optimal CAA resource utilization.

• Day-to day supervisory oversight of CAAs
• Resourcing of CAAs and need for back-ups (in consultation with Team Leaders)
• CAA Recruitment
• Coordinate across departments to implement and deliver on client commitments
• Escalate service issues to relevant internal stakeholders
• Provide mentorship to new CAAs as well as participate in adhoc projects e.g., systems application UAT, process improvements and focus groups
• Develop and test contingencies to ensure service expectations are always maintained during disruption situations e.g., CAAs on emergency leave, medical leave etc.
• Optimize existing client servicing processes

Additional Requirements

• CACS 1 - Client Advisor Competency Standards Paper 1 - Singapore, CACS 2 - Client Advisor Competency Standards Paper 2 - Singapore, Develop (Competency), Engage (Competency), Execute (Competency), Strategise (Competency)

Equal Opportunity

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.

Career Site: UOB Career site