Manager, Customer Advocacy

United Overseas Bank Limited; Singapore; On-site; SGD 55,000 - 90,000; Full time

Job summary

United Overseas Bank Limited (UOB) is seeking a knowledgeable analyst to conduct granular analysis of customer issues, identify trends and support improvements in complaint handling.

The role focuses on quality checks, monitoring aging and turnaround times, and collaborating with stakeholders to drive timely issue resolution and better customer service across the organisation.

Qualifications

• Strong analytical skills with the ability to interpret customer issue data.
• High attention to detail and accuracy in reviewing complaint handling and evidence substantiation.
• Understanding of customer service operations, service standards, and complaint management frameworks.
• Effective communication and stakeholder-management skills.
• Proactive, process-improvement mindset with the ability to work both independently and collaboratively.

Responsibilities

• Conduct granular analysis of customer issues to identify trends and recurring themes.
• Perform quality checks to ensure accurate complaints classification and substantiation.
• Monitor resolution aging and turnaround times against established service standards.
• Identify process gaps and recommend improvements to enhance service quality.

Skills

Analytical skills

Attention to detail

Stakeholder management

Communication skills

Process improvement

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

Conduct granular analysis of customer issues to identify trends and recurring themes. Perform quality checks to ensure accurate complaints classification and substantiation. Monitor resolution aging and turnaround times against established service standards. Identify process gaps and recommend improvements to enhance service quality. Communicate insights and collaborate with stakeholders to drive issue resolution.

Requirements

Strong analytical skills with the ability to interpret customer issue data and derive meaningful insights. High attention to detail and accuracy in reviewing complaint handling and evidence substantiation. Understanding of customer service operations, service standards, and complaint management frameworks. Effective communication and stakeholder-management skills. Proactive, process-improvement mindset with the ability to work both independently and collaboratively.

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.

We value our people and invest in them as we look to fulfil our purpose of building the future of ASEAN. We seek to create a collaborative and progressive environment for them to succeed in their careers for the long term. UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.