United Overseas Bank Ltd (UOB)

First Vice President, Customer Advocacy & Service Quality

United Overseas Bank Ltd (UOB) | Date Posted: 5-Sep-2018
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Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

Functional area: Group Strategic Communications & Customer Advocacy
Employment type: Full-time
Job Type: Permanent

Job responsibilities:
 
The successful candidate will play a key role in the Customer Advocacy and Service Quality team in conceptualising and managing key service performance measurements and customer-centric strategic initiatives.
 
The key responsibilities include:
  
  • Driving the development and implementation of customer-centric programmes in which its methodology, scope and assessment criteria are based on internal values, service standards and industry best practices.
 
  • Guiding the regional counterparts to ensure alignment and consistency in the design and implementation of the customer-centric initiatives and programmes across the region.
 
  • Collaborating with business/support units and key touch-points to review customer insights so as to identify gaps in process/service, work on solutions to close loop, improve the process and service experience and to drive customer advocacy.
 
  • Defining service standards and measurements for key customer metrics and monitoring of service performance to ensure adherence of the service standards across the region.
 
  • Managing fair dealing related initiatives which include scorecard reporting and regular review of guidelines and service standards to ensure relevance and adherence across the region.
 
  • Preparing periodic update to Senior Management on key customer complaints and performance of key customer metrics.
 
  • Developing and managing service and sales audits in collaboration with internal stakeholders to assess the quality of experience at key customer touch-points for continuous improvements.
 
Job requirements:
 
  • Recognised university degree with at least 10 years of relevant experience in a large organization
 
  • Strong problem-solving and interpersonal skills with the ability to work and interact with different business and support units, and across the region
 
  • Effective communication and presentation skills
 
  • Meticulous and thoughtful
 
  • Independent, self-motivated and resourceful
Company Overview
United Overseas Bank Ltd (UOB)