Manager, Corporate Client Services, Group Tech & Operations

UOB; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

1011 United Overseas Bank Ltd in Singapore is seeking an experienced Contact Centre Lead to deliver the highest standard of customer service. You will monitor channels (phone, email, social) and resolve issues, guiding CSOs and improving processes.

The role emphasizes people management, strong communication, and adherence to bank policies and SLAs. Prior banking or contact centre experience is advantageous.

Qualifications

• Bachelor’s degree; 5–7 years in contact centre or customer service.
• Proven people-management and leadership abilities.
• Strong communication and customer service skills.
• Experience in call centre or banking environment advantageous.

Responsibilities

• Ensure highest standard of service delivery to customers.
• Monitor and respond to incoming calls, emails, social media, and written correspondence.
• Resolve CSO and customer issues.
• Proactively solve problems and provide timely resolutions.
• Identify appropriate actions for problem resolution and communicate plans.
• Promote a supportive environment and coaching.
• Provide management support to CSOs through review and resolution of transactions.
• Conduct monitoring and coaching sessions.
• Provide on-the-job training and mentoring.
• Conduct coaching and performance appraisal sessions to identify opportunities.
• Involve in department projects.
• Identify areas for improvement and implement process enhancements.

Skills

People management

Communication skills

Policy & SLA adherence

Education

Bachelor’s degree in related field

Job description

Company: 1011 United Overseas Bank Ltd

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

• 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.

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.