Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Key Responsibilities

This role is responsible for executing strategic priorities, operational governance and continuous improvement for Self-Service Machines and Customer Experience in Group Channels and Digitalization

Self Service Machine Management

• Manage stakeholder relationships and influence cross-functional teams to achieve business objectives
• Oversee the performance, availability, service quality, and vendor management of self-service machines
• Drive operational excellence and continuous improvement across the network
• Ensure compliance with regulatory requirements, governance standards, and operational risk controls

Customer Experience

• Drive customer satisfaction, service quality, and NPS

• Champion customer experience initiatives to improve service quality, and customer journeys

• Establish and manage end-to-end customer complaint handling processes and service escalations for branches and self-service channels
• Analyse complaint trends, identify root causes; implement corrective and preventive actions

Qualifications & Experience

• Bachelor's degree in Business, Finance, Customer Experience or related discipline
• Minimum 10years of relevant experience in banking management, self-service channel management, customer service, customer experience or other related functions
• Demonstrated experience in managing customer complaints, service recovery, and customer experience improvement initiatives.
• Proven track record in delivering customer-centric outcomes and driving improvements in customer satisfaction and service quality metrics
• Strong understanding of branch operations, self-service banking technologies, and customer service management
• Experience in vendor management, operational governance, and risk management
• Proven ability to influence and collaborate effectively with senior stakeholders and cross-functional teams
• Has strong project management capabilities, deep operational expertise in branch and self-service channels, proven experience in customer complaint resolution and customer experience improvement, and the ability to execute strategic transformation while delivering measurable business and customer outcomes.

Core Competencies

• Customer Centricity: Deep understanding of customer needs and behaviors Data & Analytical Skills: Strong ability to interpret data and drive decisions
• Agile Mindset: Experience working in agile team Execution Excellence: Strong ownership with a focus on outcomes and delivery

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.

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