Senior VP - Customer Care & Complaint Excellence

United Overseas Bank Limited; Singapore; On-site; SGD 180,000 - 280,000; Full time

Job summary

United Overseas Bank Limited (UOB) in Singapore seeks a dynamic leader to head a team of Representatives responsible for managing and resolving customer complaints across Retail Banking products and services, including fraud cases and AML-related matters.

The role blends people leadership, governance, and transformation, driving service quality, regulatory compliance, and improved customer journeys through data-driven insights and cross-functional collaboration.

Qualifications

• Bachelor's degree in business, Finance, Banking, or a related discipline.
• Minimum 10–15 years of experience in customer service, complaint management, fraud/scam handling, banking operations, or customer advocacy.
• Proven people leadership experience with a track record of developing high-performing teams.
• Strong knowledge of Retail Banking products and services, including deposits, cards, loans, investments, and AML processes.
• Excellent written and verbal communication skills for sensitive customer situations.

Responsibilities

• Lead end-to-end customer feedback, complaints, and escalations across Retail Banking products and services.
• Drive governance, regulatory compliance, and timely, fair outcomes for complex cases.
• Provide guidance on root-cause analysis and improvements to customer journeys using data.
• Serve as primary liaison with regulators and internal stakeholders on customer-service matters.

Skills

People leadership

Regulatory knowledge

Complaint management

Stakeholder management

Analytical reasoning

Excellent communication

Education

Bachelor's degree in business, Finance, Banking, or related

Job description

United Overseas Bank Limited (UOB) in Singapore seeks a dynamic leader to head a team of Representatives responsible for managing and resolving customer complaints across Retail Banking products and services, including fraud cases and AML-related matters.

The role blends people leadership, governance, and transformation, driving service quality, regulatory compliance, and improved customer journeys through data-driven insights and cross-functional collaboration.