FVP Head, Service Excellence & Learning, Retail Contact Centre

UOB; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading bank in Asia is seeking an experienced professional to oversee service quality and complaint management in Singapore. The role requires a minimum of 10 years in service quality with proven experience in managing escalations and stakeholder relationships. The ideal candidate will have strong communication skills and a customer service mindset, along with the ability to lead teams and analyze data effectively to drive continuous improvement. This position offers a dynamic work environment with a focus on service excellence.

Qualifications

• Minimum 10 years of working experience in service quality and complaint management.
• Strategic business leadership with excellent stakeholder management skills.
• Team management experience for at least 5 years.

Responsibilities

• Lead the centerwide strategy for service quality, ensuring timely responses.
• Oversee management of customer complaints and escalations.
• Utilize data analytics to track service quality trends.

Skills

Service quality management

Complaint resolution

Stakeholder management

Data analytics

Customer service mindset

Problem-solving skills

Microsoft Office proficiency

Team leadership

Job description

About UOB

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.

Job Description

Job Responsibilities

• Lead the centerwide strategy for service quality, including NPS, complaint resolution, and escalation handling, ensuring timely and effective responses. Develop and implement quality assurance frameworks, leveraging insights, feedback, and continuous improvement initiatives to uphold service excellence standards.
• Develop and implement quality assurance strategies to uphold service excellence standards, including monitoring Net Promoter Score (NPS), managing customer complaints, and handling escalations effectively.
• Oversee the end-to-end management of customer complaints and escalations, establishing robust tracking and analysis processes. Drive resolution strategies and implement corrective actions to improve customer satisfaction and reduce recurring issues.
• Support in managing high-level escalations and regulatory complaints, while guiding the escalations team to uphold service standards and protect the organization’s reputation.
• Utilize data analytics to track service quality trends, customer feedback, and employee performance metrics. Identify areas for improvement and implement best practices to optimize operational efficiency and the overall customer experience.
• Lead and coach team heads for optimal performance to develop healthy relationships of trust, inspire employees, and create a productive environment that fosters growth and engagement.
• Engage internal and external stakeholders in matters related to complaints involves establishing clear communication objectives, choosing appropriate communication mediums, and monitoring feedback to maintain positive relationships and enhance organizational reputation.

Job Requirements

• Minimum 10 years of working experience in service quality, complaint management, and training.
• Experience managing regulatory and executive-level escalations and working with bodies such as MAS, ABS, and FIDReC.
• Strategic business leadership with excellent stakeholder management, interpersonal and analytical skills.
• Team management experience for at least 5 years.
• Good knowledge of banking process, products and systems.
• Proficient in Microsoft Office.
• Good command of written and spoken English, with ability to influence and persuade stakeholders.
• Strong customer service mindset with good communication and problem-solving skills to advise and facilitate issue resolution with customers.
• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
• High level of accuracy and attention to detail.
• Personal resilience and ability to perform effectively in a pressured environment with a positive “can do” attitude and a positive attitude to change.
• Highly motivated self-starter and ability to work with senior stakeholders.

Additional Requirements

Be a Part of the 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.

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