Client Services Manager, Corporate Tech & Operations

United Overseas Bank Limited; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

United Overseas Bank Limited is seeking a seasoned customer service leader to oversee the contact centre operations and ensure the highest standard of service delivery across channels. You will monitor calls, emails and social media, guiding CSOs to resolve issues efficiently.

The ideal candidate holds a Bachelor’s degree with 5–7 years in contact centre or banking/customer service, with strong people management and communication skills. UOB offers equal opportunity and growth opportunities.

Qualifications

• Bachelor’s degree with 5 to 7 years of working experience in Contact Centre.
• Good People Management skills.
• Great communication skills.
• Adhere to Bank Policy and ensure SLA are met.
• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.

Responsibilities

• Ensures highest standard of service delivery to our customers.
• Monitor and respond to incoming calls/emails/social media platform/written correspondences.
• Resolves CSO and customer issues.
• 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.
• Involve in Department project.
• Identifying areas for improvement and implementing process enhancements.

Skills

People management

Communication skills

Customer service

Education

Bachelor's degree

Job description

United Overseas Bank Limited is seeking a seasoned customer service leader to oversee the contact centre operations and ensure the highest standard of service delivery across channels. You will monitor calls, emails and social media, guiding CSOs to resolve issues efficiently.

The ideal candidate holds a Bachelor’s degree with 5–7 years in contact centre or banking/customer service, with strong people management and communication skills. UOB offers equal opportunity and growth opportunities.