Mới Customer Service Project Senior Officer (Outsourcing)

Customer Service Project Senior Officer (Outsourcing)

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 across Asia Pacific, Europe, and North America. In Asia, we operate through our head office in Singapore, along with banking subsidiaries in China, Indonesia, Malaysia, Thailand, and Vietnam, as well as branches and offices. Our history spans over 80 years, guided by our core values: Honorable, Enterprising, United, and Committed. We strive to do what is right, build for the future, work as one team, and pursue long-term success, embodying these principles in our work with colleagues and customers.

About the Department

The Technology and Operations function consists of five specialized teams: business partnership, technology, operations, risk governance, and planning support and services. We collaborate closely to leverage technology in supporting our physical and digital banking services and operations, including developing, centralizing, and standardizing technology systems and banking operations both in Singapore and overseas branches.

Responsibilities

1. Monitor daily activities of the Contact Center team, including sample checks on Day 2 and call monitoring. Perform quarterly internal audits via MCA tests to ensure robust control in the Contact Center. Review procedures timely and recommend new work procedures; contribute to developing new customer service techniques, models, and plans.
2. Recommend appropriate actions to resolve identified problems.
3. Apply knowledge of business team interactions to achieve Customer Service goals, identify policy gaps, and assist in policy formulation.
4. Assess risks appropriately when making business decisions, considering the firm's reputation and safeguarding UOB, its clients, and assets. Ensure compliance with applicable laws, rules, and regulations, adhere to policies, and escalate, manage, and report control issues transparently.
5. Design and analyze moderately complex reports to meet management requirements.
6. Write specifications for new report programs, spreadsheets, and other tools to generate reports.
7. Develop and prepare reports and records related to quality and risk control.
8. Provide basic support within the customer service quality section.
9. Maintain working knowledge of industry practices and standards.
10. Assist management in setting KPI targets, checking data, calculating, and reporting Contact Center agents’ performance accurately.
11. Support Contact Center agents and management by implementing recommendations for changes, improvements, and enhancements.