Assistant VP, Customer Service Inbound Manager, Contact Center

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6 days ago
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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.

• 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.
  • Coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
  • Monitors and documents team members' performance results.
  • Ensures the Bank's core values are continually reinforced.
  Development and Motivation
  • Ensures that all team members have the necessary tools and information to excel in customer service.
  • Identifies team and individual training needs and develops plans for immediate and long-term performance improvements.
  • Coordinates with training and quality assurance teams to identify systemic quality-improvement opportunities.
  Special Projects
  • Takes part in special project activities and support teams by providing ad-hoc information and reports.
  • Chairs team meetings and updates team members on progress of special project activities.
  Qualifications
  • University Degree holder in any discipline with minimum 2 years' of relevant work experience of proven supervisory and team management experience, preferably in a financial customer service environment or call centre.
  • A strong customer service mindset with good communication and problem solving skills.
  • Excellent written and verbal communication skills in English, and bilingual in a second language is preferred (spoken and written).
  • Knowledge of banking and/or credit cards products and services.
  • Resourceful and able to make decisions to resolve various issues.
  • Possess strong interpersonal and leadership skills to effectively motivate and lead the team.
  • Ability to perform 3 rotating shifts, including night shift, weekends and public holidays.
  • Proficient in Microsoft Office applications.
  Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Other
  • Industries: Banking
  Additional Requirements

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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