Assistant VP, Customer Service Workforce Management, Cash Management Operations Center
Job details
Assistant VP, Customer Service Workforce Management, Cash Management Operations Center Posting Date: 19 Mar 2024 Location: Singapore (City Area), Singapore, SG, 048624 Company: 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. About the Department Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations. We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure. Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing. Job Responsibilities
- Ensures highest standard of service delivery to our customers.
- Monitor and respond to incoming calls/emails/social media platform/written correspondences
- Performs service recovery
- Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
- Optimize calls structure operations by analyzing data, identifying areas for improvement, and implementing process enhancements
- Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted.
- Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues.
- Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs.
- Conducts monitoring and coaching sessions
- Provides on-the-job training and mentoring.
- Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors.
- Involve in Department projects to ensure success
- Bachelor's degree with 5 years of working experience in Contact Centre
- Managerial experience leading a team
- Great communication skills
- Ability to manage a team and ensure SLA are met
- Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
- Experience in Workforce Optimization (WFO) system are preferred
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Operations Center', 'vacancies' => null, 'job_type_id' => null, 'description' => null, 'pay_status' => 'Free', 'external_job_description' => '<b> Assistant VP, Customer Service Workforce Management, Cash Management Operations Center </b> <br> <br> <br> Posting Date: 19 Mar 2024 <br> <br> <br> Location: <br> Singapore (City Area), Singapore, SG, 048624 <br> <br> <br> Company: United Overseas Bank Ltd <br> <br> <br> <br> <b> About UOB </b> <br> <br> <br> 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. <br> <br> <br> <br> <b> About the Department </b> <br> <br> <br> Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations. <br> <br> <br> We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. 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After completing the Retail Management course, you will have the essential management skills to lead your retail team effectively, foster a culture of excellence, and drive performance across multiple channels.<br /> <br /> Enrol in the course to build a solid foundation in retail management without further delay.<br /> <br /> <strong>Retail Management Course Curriculum</strong> <ul> <li>Module 01: Introduction to Retail Management</li> <li>Module 02: Retail Strategy</li> <li>Module 03: Retail Buying and Merchandising</li> <li>Module 04: Retail Pricing</li> <li>Module 05: Supply Chain Management in Retailing</li> <li>Module 06: The Sales Process and Dealing with Customers at the Checkout</li> <li>Module 07: Importance of Consumer Behaviour</li> <li>Module 08: Taking Trends and Targeting Customers Effectively</li> <li>Module 09: The Importance of Communicating with Customers</li> <li>Module 10: Choosing a Retail Location</li> <li>Module 11: Retail Psychology</li> <li>Module 12: Negotiate the Right Deal with Suppliers</li> <li>Module 13: Develop Store Security Procedures</li> <li>Module 14: Management Skills for Leading Your Team</li> <li>Module 15: Selling in Multiple Channels</li> <li>Module 16: Retail Brand Management</li> <li>Module 17: Health & Safety for Retail Stores</li> <li>Module 18: Consumer Rights Act</li> </ul> <strong>Why Choose The Teachers Training Academy</strong><br /> <br /> Some of our features are: <ul> <li>This is a dedicated website for teaching</li> <li>24/7 tutor support</li> <li>Interactive Content</li> <li>Affordable price</li> <li>100% online</li> <li>Flexible deadline</li> </ul> <strong>Retail Management Course Assessment</strong><br /> <br /> The assessment is straightforward, you need to complete the assignment questions that will be provided to you at the end of the course, you can complete the assignment anytime you want. 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'preferences' => null ), 'CourseTranslation' => array( 'id' => '203714', 'course_id' => '130745', 'title' => 'Construction Management', 'slug' => 'part-time-construction-management-training-express', 'external_link' => 'https://www.trainingexpress.org.uk/course/construction-management/', 'summary' => '<strong>The Construction Management Course is a management and compliance training program for those who work in the construction industry. 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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. <br> <br> <br> <br> <b> About the Department </b> <br> <br> <br> Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations. <br> <br> <br> We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure. <br> <br> <br> Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing. <br> <br> <br> <br> <b> Job Responsibilities </b> <ul> <li> Ensures highest standard of service delivery to our customers. </li> <li> Monitor and respond to incoming calls/emails/social media platform/written correspondences </li> <li> Performs service recovery </li> <li> Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction. </li> <li> Optimize calls structure operations by analyzing data, identifying areas for improvement, and implementing process enhancements </li> <li> Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted. </li> <li> Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues. </li> <li> Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs. </li> <li> Conducts monitoring and coaching sessions </li> <li> Provides on-the-job training and mentoring. </li> <li> Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive behaviors. </li> <li> Involve in Department projects to ensure success </li></ul> <b> Job Requirements </b> <ul> <li> Bachelor's degree with 5 years of working experience in Contact Centre </li> <li> Managerial experience leading a team </li> <li> Great communication skills </li> <li> Ability to manage a team and ensure SLA are met </li> <li> Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage. </li> <li> Experience in Workforce Optimization (WFO) system are preferred </li></ul> <b> Be a part of UOB Family </b> <br> <br> <br> UOB is an equal opportunity employer. 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Hiring company
United Overseas Bank
-
Retail Management The Teachers TrainingAED 46Duration: Upto 5 Hours
-
Construction Management Training ExpressAED 78
AED 1,469Duration: Upto 7 Hours
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