AVP Workforce Management, GRCTO

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

Key Responsibilities

1. Tactical Forecasting & Planning

• Develop and maintain short-term and tactical forecasts for call volumes, handling times, and staffing requirements.
• Conduct variance analysis and recommend adjustments to improve forecast accuracy.
• Partner with Operations, MIS, and key stakeholders to align tactical plans with business requirements.

2. Scheduling Leadership

• Lead the end-to-end scheduling process for the Contact Centre (CC), ensuring optimal coverage across all channels and operating hours.
• Review and continuously enhance scheduling methodologies to improve efficiency and service levels.
• Implement schedule governance, templates, and rules to ensure consistency and fairness.

3. Real-Time Adherence (RTA) Oversight

• Lead and review RTA monitoring processes, ensuring timely interventions to maintain adherence and productivity.
• Drive improvements in intraday management, shrinkage tracking, and IDP (Interval Daily Planning).
• Provide insights and action recommendations for Operations to address performance gaps.

4. Regulatory, Audit & Charging Reports

• Generate and validate reports required by both CC and other stakeholders from the rest of Bank.
• Ensure accuracy, completeness, and timely submission in accordance with audit requirements.

5. Budget & Financial Support

• EPM upload
• Work closely with Finance and WFM leadership on cost validation, variance explanation, and workforce plans.

6. Governance: SOP Creation & Maintenance

• Develop, review, and maintain Workforce Management SOPs, ensuring alignment with operational best practices, audit requirements, and internal controls.
• Ensure documentation is updated in line with process changes, system upgrades, and new governance requirements.

7. Continuous Improvement

• Identify opportunities to streamline WFM processes across forecasting, scheduling, and RTA.
• Support implementation of automation, AI forecasting, and other WFM technology enhancements.
• Collaborate with stakeholders to resolve operational gaps and reinforce WFM discipline.

Key Competencies

• Strong analytical ability and attention to detail
• Proficiency in WFM systems (e.g., Verint/WFO)
• Understanding of Contact Centre operations and performance metrics.
• Excellent communication and stakeholder engagement skills
• Ability to work independently and drive continuous improvement

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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