Manager, Service Quality Management, Contact Center

Company: 1011 United Overseas Bank Ltd

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

Case Management

• Act as the primary point of contact for all intra- and inter-departmental customer feedback and complaints, coordinating with relevant stakeholders to identify root causes and determine appropriate resolutions. 
• Ensure timely handling and resolution of customer issues, with proactive follow-ups to maintain accountability and stakeholder alignment. 
• Deliver professional customer engagement and effective service recovery, ensuring a positive customer experience even in escalated cases. 

 

Data Analysis & Business Intelligence

• Manage the full lifecycle of data processes, including extraction, validation, analysis, and reporting, ensuring accuracy, integrity, and timeliness. 
• Perform in-depth analysis of customer feedback and operational data to identify trends, patterns, and service gaps. Prepare and manage reports for management awareness and oversight.
• Provide actionable insights and business intelligence to support decision-making across the Contact Centre and the Bank. 

• Service Improvement & Process Optimisation
• Collate and synthesise insights from complaints and data to identify systemic issues and opportunities for improvement. 
• Recommend and support implementation of process, system, or product improvements to enhance service quality and reduce complaints.
• Drive continuous improvement initiatives, including automation and adoption of advanced analytics or AI capabilities where applicable. 

 

Stakeholder & Data Governance

• Partner closely with business and support units to ensure alignment on service quality initiatives and data-driven strategies. 
• Maintain high standards of data quality, governance, and compliance through proper validation, cleansing, and controls. 

Job requirement:

• Minimum 5 years of experience in Service Quality, ideally in Contact Center environment.

• Good knowledge in banking/cards process, products and systems.

• Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.

• Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.

• A strong customer service mindset with good communication and problem solving skills to represent the Bank to customers and general public.

• Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.

• High level of accuracy and attention to detail.

• Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” and “willing to learn” attitude.

• Have a good problem solving mindset when handling complaints

• Highly motivated self-starter with initiative and showcases strong completer/finisher skills.

Additional Requirements

Role Type (GTO), University-Bachelor

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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