Manager, Corporate Client Services

UNITED OVERSEAS BANK LIMITED; Singapore; On-site; SGD 78,000 - 134,000; Full time

Job summary

UNITED OVERSEAS BANK LIMITED in Singapore is seeking an experienced customer service leader to oversee our contact centre operations. You will ensure service excellence, monitor communication across calls, emails, and social channels, and guide CSOs to resolve issues promptly.

You will coach and mentor staff, conduct performance reviews, participate in departmental projects, and drive process improvements while ensuring compliance with bank policies and SLA targets.

Qualifications

• Bachelor’s degree with 5–7 years in contact centre.
• Good people management skills.
• Excellent communication skills.
• Experience in call centre, banking or customer service preferred.

Responsibilities

• Ensure the highest standard of service delivery to customers.
• Monitor and respond to calls, emails, social media, and written correspondences.
• Resolve CSO and customer issues and provide timely resolutions.
• Coach and train CSOs; conduct performance appraisals.
• Identify areas for improvement and implement process enhancements.
• Provide management support to CSOs and review transactions beyond CSO jurisdiction.
• Participate in department projects.
• Conduct monitoring and coaching sessions.

Skills

People management

Communication skills

Problem solving

Customer service

SLA adherence

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.