Manager, Corporate Client Services

United Overseas Bank; Singapore; On-site; SGD 47,000 - 67,000; Full time

Job summary

United Overseas Bank is seeking an experienced professional for a Customer Service/Call Centre leadership role in Singapore. The position focuses on delivering the highest service standards and resolving customer issues across channels.

The role requires a Bachelor's degree with 5–7 years in contact centre or banking customer service, strong people management and communication skills, and adherence to bank policies and SLA targets. Experience in call centre environments will be an advantage.

Qualifications

• Bachelor's degree in a relevant field.
• Strong people management and communication skills.
• Experience in Call Centre or Banking customer service is a plus.
• Adhere to Bank Policy and ensure SLA targets are met.

Responsibilities

• Ensures highest standard of service delivery to customers.
• Monitor and respond to incoming calls/emails/social media/written correspondences.
• Resolve CSO and customer issues.
• Proactively solve problems and provide timely resolution to minimize impact on customer and employee satisfaction.
• Identify the best action for problem resolution and communicate plans effectively.
• Foster a supportive environment encouraging issue resolution by staff.
• Provide management support to CSOs including review and resolution of transactions beyond CSOs' jurisdiction.
• Conduct monitoring and coaching sessions.
• Provide on-the-job training and mentoring.
• Conduct coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
• Participate in departmental projects.
• Identify areas for improvement and implement process enhancements.

Skills

People management

Communication skills

Customer service

Education

Bachelor's degree

Job description

Job Description

Job 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

Job Requirements

• 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.