AVP, Team Manager, Customer Interaction, Contact Centre

7 months ago

Singapur, Singapore United Overseas Bank Full time

AVP, Team Manager, Customer Interaction, Contact Centre

Posting Date: 25-May-2023 Location:

Alexandra (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

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.

Job Responsibilities

Resolves CSO and customer issues Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction. Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted. Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues. Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs. Performs the work of CSO during periods with high call volume. Conducts monitoring and coaching sessions Provides on-the-job training and mentoring. Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.

Job Requirements

Bachelor Degree with 5 years of working experience in Contact Centre Managerial experience leading a team Great communication skills  Ability to manage a team and ensure SLA are met Open to shift hours 

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