Senior Vice President, Singapore Head of Of Contact

2 weeks ago

Raffles, Singapore United Overseas Bank Ltd Full time

**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.

**About the Department**:
**Responsibilities**:
This senior leadership position will lead both the change and run agenda of the UOB Retail Banking Contact Centre based in Singapore. You will provide leadership direction for Retail Banking Contact Centre in Singapore. You will proactively improve the Contact Centre functional capabilities, efficiencies, team engagement and effectiveness, and lead transformation initiatives. You will be adaptable and possess excellent communication skills to be able to build and foster great working relationships with business and technology stakeholders alike and your team members.

You will also have a track record of ensuring operational excellence of delivering excellence in customer service and/or contact centre experience, preferably in a leading financial institution. In addition, you will be a role model for UOB’s values and display personal and professional integrity and strong work ethics.

**Contact Centre Leadership**
- Generate insights and recommendations from Singapore Contact Centre data to drive changes to improve customer experience
- Be the voice of customers as a critical front line channel to identify opportunities of improvement within the Singapore Contact Centre
- Strategic design to create a future proofed Singapore contact centre to provide best in class customer experience and operational efficiency
- Implementation of key improvement and transformation initiatives as required
- Develop objectives for the Singapore contact centre’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources including but not limited to people and technology
- Monitor and improve telephone handling and other procedures
- Evaluate performance with key performance indicators (KPIs) which include by are not limited to Service Level, Net Promoter Score, and Complaints metrics
- Ensure early identification and resolution of challenges impacting the Singapore Contact Centre.
- Embed a robust risk governance culture, strengthening the risk and control environment
- Collect and analyse call-centre statistics (costs, customer service metrics etc.)
- Prepare data led reports and generate key insights for stakeholders and senior leadership decision making
- Maintain responsibility of budgeting and tracking expenses
- Enhance branding of the Singapore Contact Centre through participation in industry wide awards

**Develop Workforce Talent**
- Mentor a team of senior Contact Centre leads in Singapore
- Build and maintain high performing teams
- Hire, coach and provide training to personnel to maintain high customer service standards
- Develop plans to acquire skills and necessary manpower resources for the continuous development of the Singapore team
- Develop programmes aimed at upskilling the Singapore Contact Centre workforce

**Job Requirements**:

- Bachelor’s Degree in business/finance or equivalent
- Understanding of technology and operational processes on Contact Centre / Digital Service Centre
- Minimum 10 years of experience in banking or relevant industry
- Resourceful team player
- Familiar with change management processes and project management fundamentals
- Strategic forward-thinking approach to challenges with outstanding communications, influencing, negotiating and persuasion skills
- Passionate, diligent and resilient individual with ability to thrive in ambiguity

**Be a part of UOB Family**:

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