Branch Service Manager

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

Job Title:** Service Manager (SCSO)

Company:** UOB (Thai) Public Company Limited

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Job Summary:**

The Service Manager (SCSO) at UOB (Thai) Public Company Limited is responsible for leading and managing the service operations within the SCSO department, ensuring the delivery of high-quality and efficient services to both internal and external stakeholders. This role focuses on optimizing service processes, managing a team of service professionals, and driving continuous improvement to enhance customer satisfaction and operational excellence.

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Job Responsibilities:**

* **Service Operations Management:** Oversee and manage the day-to-day service operations of the SCSO department, ensuring adherence to established policies, procedures, and service level agreements (SLAs).
* **Team Leadership & Development:** Lead, mentor, and develop a team of service professionals, fostering a high-performance culture, providing regular feedback, and identifying training needs to enhance their skills and capabilities.
* **Process Optimization:** Continuously review and analyze existing service processes, identifying areas for improvement and implementing strategies to enhance efficiency, reduce costs, and improve service delivery.
* **Customer Satisfaction:** Monitor and analyze customer feedback, addressing service issues promptly and effectively to ensure high levels of customer satisfaction and loyalty.
* **Performance Monitoring & Reporting:** Establish and track key performance indicators (KPIs) for service operations, generating regular reports for management on service performance, trends, and areas requiring attention.
* **Risk Management & Compliance:** Ensure all service activities comply with relevant regulatory requirements, internal policies, and risk management frameworks.
* **Collaboration:** Work closely with other departments (e.g., Sales, Operations, IT) to ensure seamless service delivery and resolve inter-departmental issues.
* **Resource Allocation:** Effectively manage resources, including staffing, budget, and technology, to optimize service delivery and meet operational targets.
* **Project Management:** Participate in or lead service-related projects, from conceptualization to implementation, ensuring timely and successful completion.

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Job Qualifications:**

* **Education:** Bachelor's degree in Business Administration, Finance, Banking, or a related field. A Master's degree is a plus.
* **Experience:** Minimum of 5-7 years of experience in service operations or customer service management within the banking or financial services industry, with at least 3 years in a leadership or supervisory role.
* **Technical Skills:**
* Strong understanding of banking products, services, and operational processes.
* Proficiency in using service management software and CRM systems.
* Excellent analytical and problem-solving skills.
* Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
* **Soft Skills:**
* Exceptional leadership and team management abilities.
* Strong communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
* Proven ability to drive process improvement and operational efficiency.
* Customer-centric mindset with a strong commitment to service excellence.
* Ability to work under pressure and manage multiple priorities in a fast-paced environment.
* Strong decision-making skills and a proactive approach to problem-solving.
* **Language:** Fluency in Thai and English (both written and spoken) is essential.

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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