Senior Client Services & Operations Manager

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

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.