Senior VP, Customer Experience & Complaints

United Overseas Bank; Singapore; On-site; SGD 180,000 - 300,000; Full time

Job summary

1011 United Overseas Bank Ltd in Singapore seeks a dynamic Team Lead to manage and resolve customer complaints across Retail Banking products, including fraud cases, AML matters, and service quality initiatives. You will lead a team, drive governance, and ensure regulatory compliance while balancing customer outcomes and risk.

The ideal candidate has 10–15 years in customer service or complaint management within financial services, strong people leadership, and excellent communication.

Qualifications

• Bachelor's degree in business, finance, banking, or a related discipline.
• 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 understanding of Retail Banking products and services including deposits, cards, loans, investments, and AML-related processes.
• Solid knowledge of customer complaint management, regulatory requirements, and remediation frameworks.
• Strong analytical, problem-solving, decision-making, and stakeholder management skills.
• Excellent written and verbal communication skills.

Responsibilities

• Lead end-to-end management of customer feedback and complaints across Retail Banking products, including fraud and AML matters.
• Drive governance, oversight, and timely, fair, compliant outcomes for high-profile cases.
• Serve as primary liaison with regulators and internal stakeholders, supporting audits and reviews.

Skills

People leadership

Regulatory compliance knowledge

Stakeholder management

Analytical thinking

Education

Bachelor's degree in Business/Finance/Banking

Job description

1011 United Overseas Bank Ltd in Singapore seeks a dynamic Team Lead to manage and resolve customer complaints across Retail Banking products, including fraud cases, AML matters, and service quality initiatives. You will lead a team, drive governance, and ensure regulatory compliance while balancing customer outcomes and risk.

The ideal candidate has 10–15 years in customer service or complaint management within financial services, strong people leadership, and excellent communication.