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 This role is responsible for implementing performance, and continuous improvement of physical banking channels, including branches and self-service touchpoints.
As part of the Omni-Channel team, you will lead initiatives to deliver seamless, reliable, and customer-centric experiences, while advancing digital adoption and operational excellence across the network.
You will work in an agile, cross-functional environment to integrate physical and digital channels, ensuring alignment with GCD's transformation agenda.
Key Responsibilities - Define and execute channel strategies to improve availability, utilization, and cost efficiency
- Monitor KPIs (uptime, transaction volumes, migration rates) and drive targeted interventions
Customer Experience & Journey Ownership
- Continuously enhance key customer journeys across touchpoints and implement scalable improvements
- Ensure consistency of service standards and experience across the branch network and self-service channel
Agile Delivery & Transformation
- Operate within agile squads to deliver incremental improvements and new capabilities
- Support the rollout of new technologies and innovations across branches and self-service environments
Operational Excellence & Resilience
- Oversee incident and problem management, ensuring timely resolution and minimal customer impact
- Strengthen operational processes, controls, and service recovery frameworks
Data-Driven Insights & Optimizations
- Leverage data analytics to derive insights on customer behaviour, channel usage, and operational performance
- Optimize machine placement, branch formats, and service models based on data insights
Risk, Compliance & Governance
- Ensure adherence to regulatory requirements, internal policies, and audit standards
- Support audit reviews and regulatory engagements where required
Qualifications & Experience Degree in Business, Finance, Engineering, or related discipline AVP: 6-8 years | VP: 10+ years of relevant experience in banking operations, channel management, or transformation roles Strong domain expertise in branch operations and self-service banking technologies.
Core Competencies Customer Centricity: Deep understanding of customer needs and behaviors Data & Analytical Skills: Strong ability to interpret data and drive decisions Agile Mindset: Experience working in agile team Execution Excellence: Strong ownership with a focus on outcomes and delivery
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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