VP, Team Leader, Emerging Enterprise

About 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. 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.

Job Description

• Inbound Team - receive calls and emails from customers and branches, e.g. queries, requests, orders and complaints;
• managing the daily running of the contact centre, including resource planning and handling of escalation cases (complaints from customers)
• ensuring all relevant communications, records and data are updated and recorded;
• reviewing the performance of staff, identifying training needs and planning training sessions;

• Outbound Team - contact potential customers and clients with the aim of gathering information or selling a product.
• setting and meeting performance targets for referrals and service quality;
• Prepares and strategize call scripts whenever there is a new launch of campaign or promotion
• to collect feedback from the team on leads generated, to gather information, handles common objections and resolve issues;
• monitoring random calls to improve quality, minimise errors and track to ensure there is no mis-selling
• records team’s productivity (daily, weekly & monthly) and to flash it out to create a healthy competition among the team
• Prepare daily SCRM report; plan resources and to ensure there is no backlog or overdue leadsd

Additional Requirements

Be a Part of the UOB Family

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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