VP, AML Control – Customer Engagement Team Lead

UOB; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

United Overseas Bank Ltd seeks a Team Lead to head the Customer Engagement Team within AML Control. You will oversee customer outreach, information gathering for AML reviews and drive service-level performance while maintaining robust documentation and control standards.

You will collaborate with Relationship Managers, AML Reviewers and Operations to ensure timely responses, manage escalations, and coach CET members to deliver high-quality outcomes.

Qualifications

• 5-8 years of AML, KYC, or related operations experience.
• Experience in customer engagement/outreach and team/workflow management in a controlled environment.
• Solid grasp of CDD/EDD, RFI handling, and regulatory expectations.

Responsibilities

• Lead end-to-end customer outreach for AML reviews, including RFI follow-ups and information collection.
• Ensure accuracy and fit-for-purpose information to support risk assessment and account strategy.
• Drive timely closure of information requests and prevent AML case delays.
• Maintain high-quality documentation and audit trails in systems; ensure data handling and confidentiality.

Skills

AML knowledge

Team leadership

Stakeholder management

Attention to detail

Documentation quality

Job description

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values - Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values - Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

We are looking for an experienced Team Lead to join the Customer Engagement Team (CET) within AML Control. The role is responsible for leading customer outreach and information-gathering activities that support AML reviews, ensuring requests for information are completed accurately, promptly and to a high standard. You will work closely with Relationship Managers, AML Reviewers and AML Operations to facilitate timely customer responses, resolve information gaps and enable effective completion of AML reviews. The role will also lead the CET team, drive service-level performance and maintain strong documentation and control standards.

Customer Engagement & AML Review Support

• Lead end-to-end customer outreach activities, including RFI follow-ups, clarification requests and collection of supporting information for AML reviews.
• Ensure information obtained is accurate, complete and fit-for-purpose to support AML risk assessment and account strategy.
• Drive timely closure of outstanding customer information requests and prevent delays to AML case completion.

Quality, Controls & Documentation

• Maintain high standards of documentation and ensure customer interactions and responses are properly captured in relevant systems.
• Ensure a clear audit trail and adherence to AML policies, procedures, customer outreach guidelines, and data-handling and confidentiality requirements.
• Maintain readiness for internal and external assurance and audit reviews.

Stakeholder Management & Escalation

• Act as a central coordination point between Relationship Managers, AML Reviewers and AML Operations on customer outreach requirements.
• Proactively identify and escalation non-responsive customers, incomplete or inconsistent information, and issues that could impact AML review timelines.
• Partner stakeholders to resolve information gaps and unblock case progression.

Team Leadership & Performance

• Lead, coach and guide CET team members to deliver timely and high-quality customer engagement outcomes.
• Set clear expectations and monitor productivity, turnaround time, SLA performance and quality of outputs.
• Build consistency and accountability across the team's execution.

Monitoring & Continuous Improvement

• Monitor key metrics including RFI turnaround time, outstanding outreach cases and SLA breaches.
• Identify opportunities to improve outreach effectiveness, reduce turnaround time and enhance the quality of information gathered.
• Support implementation of new AML initiatives, processes, systems and customer outreach frameworks.

What We Are Looking For

• 5-8 years of relevant experience in AML, KYC, Customer Due Diligence or Operations.
• Experience in customer engagement/outreach and managing teams or workflows within a controlled environment.
• Good understanding of CDD, EDD and RFI handling, customer documentation requirements and basic MAS AML/CFT regulatory expectations.
• Strong execution skills with the ability to manage SLAs, priorities and outstanding cases.
• Strong stakeholder-management skills and the ability to work effectively with Relationship Managers, AML Reviewers and Operations teams.
• Strong attention to detail, documentation quality and control requirements.
• Demonstrated people-management, coaching and problem-solving capabilities.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.