United Overseas Bank Ltd (UOB)

Manager, Digital Serve - Serve Performance and Insights, Digital Bank

United Overseas Bank Ltd (UOB)| Date Posted: 7-Jun-2019
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Job Description

Minimum Educational Qualifications:

  • Bachelor’s Degree.
  • PMP, Design thinking/ LEAN methodology certifications would be preferred
  • Certifications in artificial intelligence/machine learning/or natural language processing  for Chatbot would be preferred

Relevant Experience:

  • Performing the role of a business lead/ project lead  in driving Chatbot implementation for digital servicing requirements in large financial institutions/ banks is a must
  • Strong understanding of Chatbot operating model and possible use cases of deployment
  • Good understanding of the consumer banking landscape in terms of  products, functional teams, services and typical banking applications
  • Good understanding of contact center functionalities and platforms
  • 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
  • 6 – 10 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:

1. Project manage the end to end implementation of Chatbot service for Digital Bank

a. Serve as a key point of contact - For service provider, technology and operations team for the Chatbot implementation for the bank
b. Chatbot servicing strategy - Assist in the development of the overall Chatbot strategy for UOB across its digital initiatives
c. Vendor performance management - Help define the key performance SLAs for the service provider to successfully deliver the Chatbot servicing ambitions for the bank
d. Serve as the regional point of contact - for various country teams for ongoing support and management of Chatbot related improvement or enhancement requirements

2. Build and handle operational management requirements for Chatbot capability deployment –

a. Banking intents and servicing flows - To design, develop and implement Chatbot capability in terms of various intents, servicing flows and customer experience testing of the flows
b. Identify different use cases for the implementation of Chatbot - Independently or in combination with other servicing channels to improve customer experience
c. Conduct customer and staff immersions  -Synthesize staff and customer insights - Personas, journey pains, gains with regards to Chatbot experience and improve performance
d. Design escalation and interaction model with other channels – Design the escalation model for queries that cannot be managed by the Bot to other channels such as live chat and voice call functions

3. Build learning and knowledge management base for Chatbot –

a. Work with product owners across different lines of businesses to build the FAQs required for Chatbot knowledge base consumption
b. Project manage tonality, quality and language of Chatbot responses
c. Review existing FAQs and assess suitability/ make changes based on business requirements

4. Build learning and ongoing enrichment process for bot performance improvement - 

a. Project manage and set up the ongoing annotation/ enrichment management team  for Chatbot performance improvement
b. Design the ongoing enrichment management process with country teams and bot service provider
c. Conduct trainings for enrichment management teams

5. Lead research, experiment and POC efforts of emerging servicing technology (e.g. voice recognition, RPA) 

a. Conduct market research on new/emerging servicing technology that can be applied in the financial services context
b. Coordinate with vendors to conduct demos and perform evaluations to check suitability of such services to the business use cases available
c. Project manage POC efforts with selected vendors to evaluate suitability to business use cases

Candidate should possess the following qualities:

  1. Willing to learn and a fast learner
  2. Logical thinking
  3. Problem solver
  4. Ability to work in team as well as independently
  5. Strong sense of responsibility
Company Overview
United Overseas Bank Ltd (UOB)