United Overseas Bank Ltd (UOB)

First Vice President, Customer Advocacy & Service Quality

United Overseas Bank Ltd (UOB) | Date Posted: 7-Jul-2018
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'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)
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. Today, UOB is rated among the world’s top banks: ‘Aa1’ by Moody’s and ‘AA-’ by Standard & Poor’s and Fitch Ratings. Generations of UOB employees for the past 80 years have carried through the entrepreneurial spirit, focus on long-term value creation and an unwavering commitment to do what is right for our customers and our colleagues. At UOB, we believe in being a responsible financial services provider and we are committed to making a difference in the lives of our stakeholders and in the communities in which we operate. Just as we are dedicated to helping our customers manage their finances wisely and grow their businesses,