Travel Concierge Service Manager, Uob Travel

**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**:
The **Retail **function provides Personal and Business Banking customers with financial solutions tailored to their needs. We help them manage their money wisely and meet their financial goals through an extensive range of products and services. These include deposit, insurance, secured and unsecured loans, investment and wealth advisory services.

**Personal Financial Services**

We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

**Responsibilities**:
This position will deliver exceptional customer service to UOB’s high net worth customers. You will be responsible to manage enquiries for travel and lifestyle related services, plan the end-to-end components of customers’ travels which include but not limiting to, arranging flights, accommodations and transportation services and ultimately, a pre and post-trip follow up.

The Travel Concierge Service Manager will manage a team of service professionals (Travel Concierge Service Assistant Manager / Senior Executive / Executive). He / she is expected to lead the team to success and to achieve set goals.

He / She is expected to be savvy of current travel and lifestyle trends, be instrumental in providing customers sound recommendations and ensuring they are fully satisfied with the overall product and service. You are to be kept abreast of new product development, internal marketing and promotion activities and participation in customer events, as and when required. This is a highly regarded position with the expectancy for superior customer service and delivery of bespoke customer experience with the objective to build customer loyalty.
- Key Responsibilities- He / She will play a key role in building a high-performing service team to support conversion to Travel Sales
- A capable communicator who is eloquent and professional
- Strong interpersonal skills
- Strong customer orientation and an infectious positive mindset and attitude
- Excellent attention to details
- Meticulous, attentive and possess a natural ability to focus on the finer details.
- Deliver exception customer service to our premium customers
- Accurate and timely handling and management of all requests
- Matching our recommendations to customer profile and expectations
- Ensure proactive follow ups are done and solid execution of requests
- Provide a consistently high level of professionalism and discretion when interacting with clients, customers and vendors
- Handle service issues and problems by providing appropriate resolutions. Escalate in a timely manner where required.
- Be well versed in research and sourcing for solutions to meet customer needs.
- Ensure accurate capturing of customers’ profile, information in our system.
- Proactive management in meeting goals, requests priorities, targets and deadlines.
- Work Closely with Cards and Relationship Managers to deliver proactive servicing by:

- Providing support with good understanding of customers’ expectations
- Identify and practice up-sell and cross-sell opportunities
- Support Conversion to Travel Sales

**Job Requirements**:

- GCE “O”/”A” or Diploma holder with minimum 5 years’ sales experience in travel industry and / or concierge service industry
- Excellent telephone etiquette, strong interpersonal skills with a good command of spoken and written English
- Possess good knowledge of travel products and be well versed in airfares, hotel and travel reservations and global distribution systems
- Excellent team player focused on achieving individual and team goals
- IATA /UTFTAA certificate would be an advantage

**Be a part of UOB Family**: