Manager, Fulfillment

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**:

- Review and assess escalations from Inbound Department to identify, liaise and resolve customer issues completely and promptly.
- Ensure validity of each escalation prior to escalating out to Business Units (BU)/Support Unit (SU) and ensure quality of escalation is maintained.
- Liaise with other business owners for acknowledgement, follow-up on actions/feedback requested by customers through Inbound Customer Service Departments and contacts customers to resolve requests/feedback promptly within the established service turnaround time.
- Ensure respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
- Monitor BU/SU’s adherence to rules, regulations and procedures and escalate to respective senior management (when required).

**Job Requirements**:

- 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.

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