Manager, Fraud Team, Contact Center

United Overseas Bank Limited (UOB); Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading financial institution in Singapore is looking for a Team Manager for their Fraud Team. In this role, you will lead and manage a team of Customer Service Officers to ensure top-notch service quality and customer satisfaction. You will also be responsible for resolving customer issues, conducting coaching sessions, and participating in special projects. The ideal candidate holds a university degree, has at least 5 years of supervisory experience, and possesses excellent communication and problem-solving skills. This position requires you to work in a dynamic environment that supports 24x7 operations.

Qualifications

• Minimum 5 years of relevant supervisory and team management experience.
• Ability to work on staggered/rotational shifts, including weekends and public holidays.
• Proficient in Microsoft Office applications.

Responsibilities

• Lead and manage Customer Service Officers to ensure high call handling quality.
• Resolve customer issues and escalate when necessary.
• Conduct coaching and performance appraisals for team members.

Skills

Customer service mindset

Communication skills

Problem solving skills

Leadership skills

Attention to detail

Team player

Education

University degree in any discipline

Tools

Microsoft Office

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

Team Manager (Fraud Team)

The Fraud Team Manager is to lead, manage and direct the Customer Service Officers to ensure consistency in call handling quality and customer satisfaction. He/she will provide and drive performance and service excellence through Customer Service Officers to provide "one-stop" solutions to customers.

Job responsibilities:

A. 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.
• Ensures respective business owners acknowledge escalation requests and resolves the customers' requests promptly within the established service turnaround time.
• Monitor Business Unit and Servicing Unit adherence to rules, regulations and procedures and escalate to respective senior management promptly.

B. Conducts coaching sessions and motivate staff

• Provides on-the-job training and mentoring.
• Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive and negative behaviors for coaching
• Monitors and documents team members' performance results.
• Ensures the Bank's core values are continually reinforced.

• Ensures that all team members have the necessary tools and information to excel in customer service.
• Identifies team and individual training needs and develops plans for immediate and long-term performance improvements.

C. Participates in special projects / initiatives

• Takes part in special projects activities and provides necessary input and reports
• To review reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and to meet the Service Level Agreement goal.
• Handling of escalation cases with care and speed through coordination with Business Unit and Servicing Unit

Requirements

• A university degree holder in any discipline with minimum 5 years of relevant work experience of proven supervisory and team management experience.
• A strong customer service mindset with good communication, comprehension and problem solving skills.
• Resourceful, proactive, attentive to details, a good team player and ability to make decisions to resolve various issues.
• Possess strong interpersonal and leadership skills to effectively motivate and lead the team.
• Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations
• Proficient in Microsoft Officer/Powerpoint/Excel applications.

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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