Assistant Vice President, Demand and Process

1 week 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**:
Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

**Responsibilities**:

- Manage Business partners/stakeholders regarding support required from Contact Centre for daily customer servicing.
- Tracks and coordinate business campaign efforts for successful implementation and efficient servicing of customer query
- Performs impact assessment of business campaigns and projects including operational business, systems and customer impact
- Owns the design and maintenance of any relevant operational procedures, ensuring consistency with the business requirements.

**Job Requirements**:

- A university degree holder in any discipline with minimum 3-5 years of relevant experience.
- Existing knowledge of contact centre processes, systems & people in Business Units & Support Units as well as those with process improvement experience will be an advantage.
- Creative, change-oriented, assertive, resourceful, able to work independently and creates environment for accountability of results and actions
- Able to handle multiple, complex priorities and balance the needs of each according to business impact.
- Superior problem-solving and analytical skills, able to view problems as part of an overall complex system and implement solutions to solve root cause problems.
- Strong quantitative and qualitative skills; detail-oriented with ability to see the big picture and to work effectively at both high and detailed levels.
- Excellent organizational skills, multi-tasking skills, written and oral communication skills in English and interpersonal skills to influence stakeholders with various individuals/departments/outside sources.

**Be a part of UOB Family**:

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