Assistant VP, Customer Service, Cash Management Operations Center
Job details
Assistant VP, Customer Service, Cash Management Operations Center Posting Date: 17 Apr 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.
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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></ul> <b> Be a part of UOB Family </b> <br> <br> <br> UOB is an equal opportunity employer. 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Diploma offered by the Inspire London College to provide Knowledge about Operations Management to those who are looking to work in the Operations Management Sector. ILC is one of the Leading Online Operations Management Diploma providers in the United Kingdom, Operations Management Diploma includes important modules that teach the learner about their need and succession in their professional life.<br /> <strong>Course Outline of Operations Management - Endorsed Diploma<br /> Level 5 Operations Management Diploma is an Endorsed Diploma.</strong><br /> To achieve a Level 5 Operations Management Diploma learner must have to achieve 10 Modules with 100 Credits.<br /> Upon Completion Learner will get Endorsed Level 5 Diploma in Operations Management from awarding organisation Training Qualifications UK (TQUK).<br /> <strong>Modules Outline of Operations Management Level 5 Endorsed Diploma<br /> Module 1: Supply Chain Management</strong> <ul> <li>Identify how supply chain management relates to:</li> </ul> <ol> <li>Customer satisfaction</li> <li>Improving performance</li> <li>Lowering costs</li> <li>Product development</li> </ol> <ul> <li>Define the terms:</li> </ul> <ol> <li>Procurement</li> <li>Upstream and downstream</li> <li>Raw material</li> <li>Forecasting</li> <li>Carrying cost</li> <li>Inventory</li> <li>Order generation</li> <li>Order taking</li> </ol> <ul> <li>Understand the levels of supply chain management and their effects</li> </ul> <ol> <li>Strategic</li> <li>Tactical</li> <li>Operational</li> </ol> <ul> <li>Comprehend the flows of supply chain management and data warehouses</li> </ul> <ol> <li>Product flow</li> <li>Information flow</li> <li>Finances flow</li> </ol> <ul> <li>Take a look at inventory management</li> <li>Study supply chain groups</li> <li>Review tracking and monitoring methods</li> <li>Examine supply chain event management</li> </ul> <strong>Module 2: Human Resource Management</strong> <ul> <li>Describe the implications of different aspects of Human Resource Management on their daily responsibilities</li> <li>Define human resources terms and subject matter</li> <li>Recruit, interview, and retain employees more effectively</li> <li>Follow up with new employees in a structured manner</li> <li>Be an advocate for your employees' health and safety</li> <li>Provide accurate, actionable feedback to employees</li> <li>Act appropriately in situations requiring discipline and termination</li> <li>Evaluate some of the strengths and opportunities for Human Resources in your own workplace</li> <li>Identify three areas for further development within the Human Resources field as part of a personal action plan</li> </ul> <strong>Module 3: Time Management</strong> <ul> <li>Plan and prioritize each day's activities in a more efficient, productive manner</li> <li>Overcome procrastination quickly and easily</li> <li>Handle crises effectively and quickly</li> <li>Organize your workspace and workflow to make better use of time</li> <li>Delegate more efficiently</li> <li>Use rituals to make your life run smoother</li> <li>Plan meetings more appropriately and effectively</li> </ul> <strong>Module 4: Talent Management</strong> <ul> <li>Define talent and talent management.</li> <li>Understand the benefits of talent management.</li> <li>Recognize performance management and ways to review talent.</li> <li>Identify employee engagement.</li> <li>Create assessments and training programs.</li> <li>Learn how to improve employee retention.</li> </ul> <strong>Module 5: Stress Management</strong> <ul> <li>Identify the best approach to a stressful situation (Alter, Avoid, or Accept)</li> <li>Understand what lifestyle elements you can change to reduce stress</li> <li>Use routines to reduce stress</li> <li>Use environmental and physical relaxation techniques</li> <li>Better cope with major events</li> <li>Use a stress log to identify stressors and create a plan to reduce or eliminate them</li> <li>Module 6: Risk Assessment and Management</li> <li>Identify hazards and risks</li> <li>Update control measures</li> <li>Grasp the fundamentals of accident reports</li> <li>Identify risk management techniques</li> <li>Outline a disaster recovery plan</li> <li>Communicate to the organization</li> </ul> <strong>Module 7: Project Management</strong> <ul> <li>Define projects, project management, and project managers</li> <li>Identify the importance of the PMBOK and PMI</li> <li>Identify the five process groups and ten knowledge areas as defined by the PMI</li> <li>Describe the triple constraint</li> <li>Perform a project needs assessment and write goals, requirements, and deliverables</li> <li>Create key project documents, including the statement of work, project planning worksheet, and project charter</li> <li>Build a project schedule by estimating time, costs, and resources</li> </ul> <br /> <strong>Module 8: Performance Management</strong> <ul> <li>Define performance management.</li> <li>Understand how performance management works and the tools to make it work.</li> <li>Learn the three phases of performance management and how to assess it.</li> <li>Discuss effective goal-setting.</li> <li>Learn how to give feedback on performance management.</li> <li>Identify Kolb's Learning Cycle.</li> <li>Recognize the importance of motivation.</li> <li>Develop a performance journal and performance plan.</li> </ul> <strong>Module 9: Negotiation Skills</strong> <ul> <li>Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating</li> <li>Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA</li> <li>Lay the groundwork for negotiation</li> <li>Identify what information to share and what to keep to yourself</li> <li>Understand basic bargaining techniques</li> <li>Apply strategies for identifying mutual gain</li> <li>Understand how to reach consensus and set the terms of the agreement</li> </ul> <strong>Module 10: Meeting Management</strong> <ul> <li>Planning and Preparing</li> <li>Identifying the Participants</li> <li>How to choose the time and place</li> <li>How to create the 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Upon successful completion, a learner will get an Endorsed Diploma of Completion from TQUK.</strong><br /> Operations Management Diploma is one of the best selling Operations Management Diploma offered by the Inspire London College to provide Knowledge about Operations Management to those who are looking to work in the Operations Management Sector. ILC is one of the Leading Online Operations Management Diploma providers in the United Kingdom, Operations Management Diploma includes important modules that teach the learner about their need and succession in their professional life.<br /> <strong>Course Outline of Operations Management - Endorsed Diploma<br /> Level 5 Operations Management Diploma is an Endorsed Diploma.</strong><br /> To achieve a Level 5 Operations Management Diploma learner must have to achieve 10 Modules with 100 Credits.<br /> Upon Completion Learner will get Endorsed Level 5 Diploma in Operations Management from awarding organisation Training Qualifications UK (TQUK).<br /> <strong>Modules Outline of Operations Management Level 5 Endorsed Diploma<br /> Module 1: Supply Chain Management</strong> <ul> <li>Identify how supply chain management relates to:</li> </ul> <ol> <li>Customer satisfaction</li> <li>Improving performance</li> <li>Lowering costs</li> <li>Product development</li> </ol> <ul> <li>Define the terms:</li> </ul> <ol> <li>Procurement</li> <li>Upstream and downstream</li> <li>Raw material</li> <li>Forecasting</li> <li>Carrying cost</li> <li>Inventory</li> <li>Order generation</li> <li>Order taking</li> </ol> <ul> <li>Understand the levels of supply chain management and their effects</li> </ul> <ol> <li>Strategic</li> <li>Tactical</li> <li>Operational</li> </ol> <ul> <li>Comprehend the flows of supply chain management and data warehouses</li> </ul> <ol> <li>Product flow</li> <li>Information flow</li> <li>Finances flow</li> </ol> <ul> <li>Take a look at inventory management</li> <li>Study supply chain groups</li> <li>Review tracking and monitoring methods</li> <li>Examine supply chain event management</li> </ul> <strong>Module 2: Human Resource Management</strong> <ul> <li>Describe the implications of different aspects of Human Resource Management on their daily responsibilities</li> <li>Define human resources terms and subject matter</li> <li>Recruit, interview, and retain employees more effectively</li> <li>Follow up with new employees in a structured manner</li> <li>Be an advocate for your employees' health and safety</li> <li>Provide accurate, actionable feedback to employees</li> <li>Act appropriately in situations requiring discipline and termination</li> <li>Evaluate some of the strengths and opportunities for Human Resources in your own workplace</li> <li>Identify three areas for further development within the Human Resources field as part of a personal action plan</li> </ul> <strong>Module 3: Time Management</strong> <ul> <li>Plan and prioritize each day's activities in a more efficient, productive manner</li> <li>Overcome procrastination quickly and easily</li> <li>Handle crises effectively and quickly</li> <li>Organize your workspace and workflow to make better use of time</li> <li>Delegate more efficiently</li> <li>Use rituals to make your life run smoother</li> <li>Plan meetings more appropriately and effectively</li> </ul> <strong>Module 4: Talent Management</strong> <ul> <li>Define talent and talent management.</li> <li>Understand the benefits of talent management.</li> <li>Recognize performance management and ways to review talent.</li> <li>Identify employee engagement.</li> <li>Create assessments and training programs.</li> <li>Learn how to improve employee retention.</li> </ul> <strong>Module 5: Stress Management</strong> <ul> <li>Identify the best approach to a stressful situation (Alter, Avoid, or Accept)</li> <li>Understand what lifestyle elements you can change to reduce stress</li> <li>Use routines to reduce stress</li> <li>Use environmental and physical relaxation techniques</li> <li>Better cope with major events</li> <li>Use a stress log to identify stressors and create a plan to reduce or eliminate them</li> <li>Module 6: Risk Assessment and Management</li> <li>Identify hazards and risks</li> <li>Update control measures</li> <li>Grasp the fundamentals of accident reports</li> <li>Identify risk management techniques</li> <li>Outline a disaster recovery plan</li> <li>Communicate to the organization</li> </ul> <strong>Module 7: Project Management</strong> <ul> <li>Define projects, project management, and project managers</li> <li>Identify the importance of the PMBOK and PMI</li> <li>Identify the five process groups and ten knowledge areas as defined by the PMI</li> <li>Describe the triple constraint</li> <li>Perform a project needs assessment and write goals, requirements, and deliverables</li> <li>Create key project documents, including the statement of work, project planning worksheet, and project charter</li> <li>Build a project schedule by estimating time, costs, and resources</li> </ul> <br /> <strong>Module 8: Performance Management</strong> <ul> <li>Define performance management.</li> <li>Understand how performance management works and the tools to make it work.</li> <li>Learn the three phases of performance management and how to assess it.</li> <li>Discuss effective goal-setting.</li> <li>Learn how to give feedback on performance management.</li> <li>Identify Kolb's Learning Cycle.</li> <li>Recognize the importance of motivation.</li> <li>Develop a performance journal and performance plan.</li> </ul> <strong>Module 9: Negotiation Skills</strong> <ul> <li>Understand the basic types of negotiations, the phases of negotiations, and the skills needed for successful negotiating</li> <li>Understand and apply basic negotiating concepts: WATNA, BATNA, WAP, and ZOPA</li> <li>Lay the groundwork for negotiation</li> <li>Identify what information to share and what to keep to yourself</li> <li>Understand basic bargaining techniques</li> <li>Apply strategies for identifying mutual gain</li> <li>Understand how to reach consensus and set the terms of the agreement</li> </ul> <strong>Module 10: Meeting Management</strong> <ul> <li>Planning and Preparing</li> <li>Identifying the Participants</li> <li>How to choose the time and place</li> <li>How to create the agenda</li> <li>How to set up the meeting space</li> <li>How to incorporate your electronic options</li> <li>Meeting Roles and Responsibilities</li> </ul> <strong>Certificate</strong><br /> Upon successfully passing the Final Test Learner needs to pay for Certificate of Completion from ILC (either in PDF format or Hardcopy) or Endorsed Diploma from TQUK (Hardcopy). <ul> <li>Certificate of Completion (PDF format) = £40</li> <li>Certificate of Completion (Hardcopy) = £55 + postage charges £15</li> <li>Endorsed Diploma from Awarding Body TQUK (Hardcopy) = £99 + postage charges £15</li> </ul> ', 'outline' => '', 'who_should_take_this_course' => '', 'career_path' => 'Operations Manager,Manager Operations,Business Operations Manager', 'eligibility' => 'There are no precise requirements for Operations ManagementEndorsed Diploma as no prior knowledge and experience of Operations Management is required.<br /> Students seeking to enroll for this course should meet the following requirements; 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To make this course more accessible for you, we have designed it for both part-time and full-time students. <ul> <li>Operation Management Diploma is one of our best selling and most popular course.</li> <li>The Operation Management Diploma is organised into 7 modules and includes everything you need to become successful in this profession.</li> <li>To make this course more accessible for you, we have designed it for both part-time and full-time ;</li> <li>If you require support, our experienced tutors are always available to help you throughout the comprehensive syllabus of this course and answer all your queries through email.</li> </ul> <strong>Why Choose this Course</strong> <ul> <li>Earn a digital Certificate upon successful completion.</li> <li>Accessible, informative modules taught by expert instructors</li> <li>Study in your own time, at your own pace, through your computer tablet or mobile device</li> <li>Benefit from instant feedback through mock exams and multiple-choice assessments</li> <li>Get 24/7 help or advice from our email and live chat teams</li> <li>Full Tutor Support on Weekdays</li> </ul> <strong>Course Design</strong><br /> <br /> The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.<br /> You are taught through a combination of- <ul> <li>Video lessons</li> <li>Online study supplies</li> <li>Mock exams</li> <li>Multiple-choice assessment</li> <li>Assignment</li> </ul> <strong>Certificate of Achievement</strong><br /> <br /> <strong>Endorsed Certificate of Achievement from the Quality Licence Scheme</strong><br /> <br /> Once the course has been completed and the assessment has been passed, all students are entitled to receive an endorsed certificate. This will provide proof that you have completed your training objectives, and each endorsed certificate can be ordered and delivered to your address for only £119. Please note that overseas students may be charged an additional £10 for postage.<br /> <br /> <strong>CPD Certificate of Achievement from Janets</strong><br /> Upon successful completion of the course, you will be able to obtain your course completion e-certificate. Print copy by post is also available at an additional cost of £ and PDF Certificate at £<br /> <br /> <strong>Endorsement</strong><br /> <br /> This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. 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This course is organised into 7 modules and includes everything you need to become successful in this profession. To make this course more accessible for you, we have designed it for both part-time and full-time students. <ul> <li>Operation Management Diploma is one of our best selling and most popular course.</li> <li>The Operation Management Diploma is organised into 7 modules and includes everything you need to become successful in this profession.</li> <li>To make this course more accessible for you, we have designed it for both part-time and full-time ;</li> <li>If you require support, our experienced tutors are always available to help you throughout the comprehensive syllabus of this course and answer all your queries through email.</li> </ul> <strong>Why Choose this Course</strong> <ul> <li>Earn a digital Certificate upon successful completion.</li> <li>Accessible, informative modules taught by expert instructors</li> <li>Study in your own time, at your own pace, through your computer tablet or mobile device</li> <li>Benefit from instant feedback through mock exams and multiple-choice assessments</li> <li>Get 24/7 help or advice from our email and live chat teams</li> <li>Full Tutor Support on Weekdays</li> </ul> <strong>Course Design</strong><br /> <br /> The course is delivered through our online learning platform, accessible through any internet-connected device. There are no formal deadlines or teaching schedules, meaning you are free to study the course at your own pace.<br /> You are taught through a combination of- <ul> <li>Video lessons</li> <li>Online study supplies</li> <li>Mock exams</li> <li>Multiple-choice assessment</li> <li>Assignment</li> </ul> <strong>Certificate of Achievement</strong><br /> <br /> <strong>Endorsed Certificate of Achievement from the Quality Licence Scheme</strong><br /> <br /> Once the course has been completed and the assessment has been passed, all students are entitled to receive an endorsed certificate. This will provide proof that you have completed your training objectives, and each endorsed certificate can be ordered and delivered to your address for only £119. Please note that overseas students may be charged an additional £10 for postage.<br /> <br /> <strong>CPD Certificate of Achievement from Janets</strong><br /> Upon successful completion of the course, you will be able to obtain your course completion e-certificate. Print copy by post is also available at an additional cost of £ and PDF Certificate at £<br /> <br /> <strong>Endorsement</strong><br /> <br /> This course and/or training programme has been endorsed by the Quality Licence Scheme for its high-quality, non-regulated provision and training programmes. This course and/or training programme is not regulated by Ofqual and is not an accredited qualification. Your training provider will be able to advise you on any further recognition, for example progression routes into further and/or higher education. 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Hiring company
United Overseas Bank
-
Operations Management Diploma Inspire London CollegeAED 84
AED 7,346Duration: Upto 4 Weeks -
AED 37Duration: Upto 4 Weeks
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