VP/Assistant VP, Customer Experience and Digital, Business Banking
3 weeks ago
VP/Assistant VP, Customer Experience and Digital, Business Banking
Posting Date: 24-May-2023 Location:Singapore (City Area), Singapore, 048624
Company: United Overseas Bank Ltd
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
Business Banking covers activities related to providing services and products directly to SMEs through various business channels (ie. Sales, Channels, agencies, insurance providers, etc). It is responsible for conducting competitive loan product and pricing analyses, monitoring market trends, and assisting in product line positioning and new loan product development.
Job Responsibilities
Define customer experience, end to end customer journey/ process for the platform Work with business stakeholders on any process engineering and identify areas of change/ improvement Develop business justification, drive product vision and establish roll out road map and implement according. Create greater value for customers. Work on any potential system enhancements/ streamlining of the system workflows Support Business Banking (BB) CASA (Pweb, BRM) on production issues and ensuring assistance is rendered on time on any production fix required. Drive and coordinate all UAT testing among BB stakeholders. Ensure UAT sign off on time and successful system PI. Perform production verification before any system go live.Net Promoter Score (NPS)
Manage NPS customer advocacy programme for BB Provide regular VOC analytics and actionable insights for continual improvement Collaborate with stakeholders to review customer insights as to identify gaps in process/ service, work on solutions to close loop, improve process and service experience and to drive customer advocacy Track NPS performance trend and monitor effectiveness of key initiatives
Job Requirements
3-5 years of relevant banking and/or consulting experience Strong business domain knowledge in business/ SME banking or related financial industry Good understanding of business/ SME banking landscape in terms of products, services, and typical banking applications Display strong analytical, problem solving, communication and creative skills-
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