Svp, Performance

**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**:

- Ensure Contact Centre Performance are met across the region.
- Support the recovery of any failure of Contact Centre Performance.
- Standardized the Operating Model of Workforce management across the region.
- Optimize Workforce Management & Capacity Planning across the region.
- Data Analytic & Reporting of Service metrics; perform regular data analysis.
- Optimize Workforce Management across the region through Data / Trend analysis.
- Be the Voice of Contact Centre to work with all Business on all Campaigns / Alerts and minimize any impact to Contact Centre Service Level.
- Oversee and ensure we have seamless integration between UOB and Citi (Constellation) workforce.
- Own the analysis of Call Drivers for to drive higher offloads to Digital Channel and increased Agent productivity.
- Lead Workforce Management team across the region.
- People Management & Culture - Walk the Talk.

**Job Requirements**:

- Strategic leadership, analytical skills & problem resolution skills, good business acumen and outcome driven
- Solid understanding of workforce management concepts & principles with proven experience in managing Workforce Management teams.
- Strong working knowledge in workforce management tools (e.g. Verint, NICE) with good understanding of contact centre related metrics and operating landscape
- Knowledge in automation tools would be a plus.
- Strong writing, communication and presentation skills and exudes good executive presence in interacting with senior stakeholders.

**Be a part of UOB Family**: