VP, Fraud & Customer Care Leadership

UOB (United Overseas Bank); Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

1011 United Overseas Bank Ltd seeks a seasoned senior specialist to lead our fraud and compensation team in Singapore. You will oversee investigations, supervise appeals, and ensure strict adherence to policies and regulatory requirements while coaching staff and driving customer-centric outcomes.

You will develop training, monitor KPIs, and present frequent performance reports, ensuring high-quality case handling and empathetic communications even in challenging situations.

Qualifications

• Bachelor's degree required.
• 10+ years in customer service, fraud prevention or claims management; 2+ years in leadership.
• Strong understanding of retail banking products, fraud detection and compensation protocols.
• Excellent leadership, communication, and interpersonal skills with a customer-first mindset.

Responsibilities

• Oversee resolution of fraud and scam cases with timely investigations and clear customer communication.
• Supervise processing and review of compensation appeals related to fraudulent transactions or scams.
• Ensure compliance with bank policies, regulatory requirements, and legal standards in investigations.
• Develop training materials and conduct regular sessions to improve fraud detection and compensation procedures.
• Track KPIs such as case resolution times and customer satisfaction; use data-driven insights for improvements.
• Act as escalation point for complex or high-priority fraud and compensation cases.
• Ensure empathetic, patient, and effective communication with customers.
• Prepare and present regular reports on team performance, trends in fraud/scams and compensation statistics.

Skills

Leadership

Communication

Problem-solving

Customer service

CRM systems

Data-driven insights

Empathy

Education

Bachelor's Degree

Tools

Word

Excel

Case management tools

CRM systems

Job description

1011 United Overseas Bank Ltd seeks a seasoned senior specialist to lead our fraud and compensation team in Singapore. You will oversee investigations, supervise appeals, and ensure strict adherence to policies and regulatory requirements while coaching staff and driving customer-centric outcomes.

You will develop training, monitor KPIs, and present frequent performance reports, ensuring high-quality case handling and empathetic communications even in challenging situations.