United Overseas Bank Ltd (UOB)

Lead - Serve Performance and Service Insights, Digital Bank

United Overseas Bank Ltd (UOB) | Date Posted: 12-Dec-2018
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Job Nature:

Job Description

Functional area: Personal Financial Services (PFS)
Employment type: Full-time
Job Type: Permanent

Minimum Educational Qualifications:
  • Bachelor’s Degree. MBA would be preferred
  • PMP, Design thinking/ LEAN methodology certifications would be preferred
  • Certifications in machine learning and/or natural language processing  for Chatbot would be preferred
Relevant Experience:
  • Project management experience in digital servicing implementation in large financial institutions/ banks
  • Experience in maintaining and driving a metric management culture to improve process metrics (service level, timeliness, quality etc.) and customer metrics (NPS score, loyalty measure, CSS etc.)
  • Past experience in deploying and managing customer satisfaction and engagement efforts (e.g. NPS, Serve Qual models) through internal and external (vendor based) measurement requirements
  • Good understanding of the consumer banking products, functional teams, services and typical banking applications
  • Strong understanding of either liabilities (savings accounts/ current accounts/ deposits) or asset products (credit cards/ personal loans) would be an added advantage
  • Good understanding of Chatbot performance management
  • Good understanding of contact center functionalities, platforms and performance metrics
  • Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
  • Experience in customer immersions, journey mapping and design
  • Must demonstrate strong analytical, problem solving, communication and creative skills
  • 8 – 12 years of experience depending on the grade
Which geographies/markets does the job focus on:
  • Based in Singapore. Project may involve working with other countries with UOB presence
Key Responsibilities:
  • Ensure key servicing KPI of the Digital Bank is met such as resolution scores, live chat satisfaction/ resolution scores, Service request resolution and overall key customer satisfaction scores for the DB.
  • Complaints resolution timeliness and reduce complaints level
  • Own and hold service forums with respective parties to on service improvement agenda.
  • Single point of contact from Regional Digital Bank for regulators and audit review for customer complaints management
  • Performance management design and measurement for digital bank service
  • Vendor relationship manager for all external partner engaged customer satisfaction/ engagement measurement efforts
  • Monitor and manage reporting on key performance indicators on service across all countries with digital bank presence
Candidate should possess the following qualities:
  • Willing to learn and a fast learner
  • Logical thinking
  • Problem solver
  • Ability to work in team as well as independently
  • Strong sense of responsibility
Company Overview
United Overseas Bank Ltd (UOB)