SVP, Customer Care & Complaints Leadership

United Overseas Bank; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

United Overseas Bank is seeking a dynamic leader to head a team of representatives responsible for managing and resolving customer complaints across banking products and services. You will balance customer outcomes with risk, drive improvements, and ensure regulatory compliance.

The role emphasizes people leadership, transformation, and stakeholder collaboration to enhance service quality and the customer journey in Singapore.

Qualifications

• Bachelor's degree in business, Finance, Banking, or a related discipline.

Responsibilities

• Provide regular updates to management committees and senior stakeholders on customer complaint trends and initiatives.
• Lead end-to-end management of customer feedback, complaints, and escalations across Retail Banking products and services.
• Oversee resolution of complex and high-profile cases, including regulatory complaints and CEO escalations.
• Drive root cause analysis and implement sustainable solutions using agentic AI to address recurring issues.

Education

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

Job description

United Overseas Bank is seeking a dynamic leader to head a team of representatives responsible for managing and resolving customer complaints across banking products and services. You will balance customer outcomes with risk, drive improvements, and ensure regulatory compliance.

The role emphasizes people leadership, transformation, and stakeholder collaboration to enhance service quality and the customer journey in Singapore.