Executive Director, Head of Customer Service Excellence, Group Retail

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 visionary leader to spearhead the strategic transformation of customer service for UOB’s Retail Banking business in Singapore and across the region. This role is pivotal in driving service innovation, operational excellence, and customer-centricity through technology, governance, and process redesign.

Key Responsibilities

• Lead Strategic Transformation
  Define and execute the strategic direction for customer service transformation in Singapore, strengthening service governance, complaint management, and operational excellence to deliver superior customer experiences.
• Champion Service Governance & Journey Mapping
  Drive the Singapore  Service Committee (PSC) across Cards, Deposits, Wealth, and Loans. Align business, operations, and technology teams to deliver service priorities. Introduce structured journey-mapping disciplines to translate NPS and customer insights into actionable improvements, reducing turnaround times and elevating customer experience.
• Manage Customer Feedback & Escalations
  Oversee end-to-end management of customer feedback and escalations, including regulatory and CEO-level cases. Ensure timely resolution, fair outcomes, and systemic fixes to prevent recurrence.
• Engage with Regulators
  Act as the primary liaison with regulatory bodies on customer service matters. Ensure compliance with regulatory requirements, manage audits and inquiries, and proactively address emerging regulatory expectations to safeguard the bank’s reputation.
• Enable Data-Driven Decision Making
  Build and implement performance dashboards and analytics frameworks to monitor service KPIs, identify pain points, and inform decision-making across functions.

Requirements:

• Proven track record in leading large-scale transformation initiatives within financial services or similar industries.
• Strong expertise in customer experience strategy, service governance, and complaint management.
• Exceptional stakeholder management skills with the ability to influence across business, operations, and technology teams.
• Analytical mindset with the ability to leverage data for 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.

Apply now and make a Difference