Manager, Business and Customer Experience

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

We are seeking a proactive and detail-oriented Officer to support our Business and Customer Experience function. This role is critical in strengthening our customer experience framework, ensuring service quality, managing customer feedback channels, and supporting regulatory and management reporting. You will collaborate closely with internal and external teams to uphold service excellence and enhance customer satisfaction.

Customer Governance & Experience Management

• Monitor, track, and facilitate daily email communications, including complaints, feedback, compliments, and enquiries.
• Conduct resolution call reviews for ASD to ensure compliance and service quality.
• Contact customers for follow-ups, clarifications, or resolution updates when required.

Reporting & Analysis

• Compile and validate penalty submissions for ASD.
• Prepare management presentation decks and reporting materials.
• Perform risk classification and reporting for customer complaints.
• Manage monthly KORI reporting.
• Prepare monthly complaints management review reports.
• Produce quarterly goodwill compensation reports for governance and audit purposes.

Quality Assurance & Support

• Provide administrative and operational support across governance activities.
• Undertake other ad-hoc tasks as assigned by the supervisor.

Requirements

• Strong attention to detail with excellent organizational skills.
• Good communication skills and ability to interact professionally with customers.
• Proficient in Microsoft Office, particularly PowerPoint and Excel.
• Ability to multitask and manage time effectively in a dynamic environment.
• Prior experience in customer experience or reporting roles is an advantage (not mandatory).

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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