VP - Customer Care Management

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

The successful candidate will play a key role in Group Retail COO Customer Service Excellence in managing the Bankwide priority and high risk customer issues to ensure timely and effective resolution. The key responsibilities include:

The key responsibilities include:

• Corporate liaison party for bank-wide coordination, monitoring, review of written replies and enforcing timely resolution of priority complaints (customers' issues received from Monetary Authority of Singapore (MAS), Association of Banks in Singapore (ABS), Minister of Parliament (MP), Press, CEO, Chairman, with emphasis on Financial Dispute Resolution Centre (FIDReC) and Financial Advisor's Act (FAA) related cases),

• Service advisory to business and support units on complex customer issue resolution

• Preparation of reports to Top Management

• Analyse, identify problem areas and plan improvement initiatives to prevent recurrent customer issues.

Requirements

• Recognised university degree with at least 3 years of relevant experience in a large organisation.
• Strong problem-solving and interpersonal skills with the ability to work and interact with different business and support units, and across the region.
• Effective communication and presentation skills.
• Meticulous and thoughtful.
• Independent, self-motivated and resourceful.

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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