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Fvp, Workforce Management

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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**:

- Responsible for the budgeting and workforce planning for the contact centre operations
- Track and monitor key service metrics; perform regular data analysis highlighting trends and improvement in service level, productivity and volume management etc.
- Drive innovation and ongoing process enhancements to support future digital servicing model.

**Job Requirements**:

- Bachelor degree with more than 10 years of working experience in Workforce Management
- Excellent in analytics, reporting and SLA
- Managed a team
- Experienced in contact center environment

**Be a part of UOB Family**: