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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We understand that qualified professionals will be in high demand, and can gain well-paid positions in a whole range of industries. This course has been crafted by expert tutors within operations management, and will allow you to develop specialist skills, and get the job you want! Gain a full understanding of strategy, product design, process selection, management style and much more.<br /> <br /> This online training course is comprehensive and designed to cover the key topics listed under the curriculum.<br /> <br /> <strong>Course Curriculum</strong> <ol> <li>Introduction</li> <li>Operations Strategy</li> <li>Product Design and Process Selection</li> <li>Total Quality Management</li> <li>Statistical Process Control</li> <li>Supply Chain Management</li> <li>Jit and Lean Systems</li> <li>Capacity Planning</li> <li>Facility Location and Layout</li> <li>Work Systems Design</li> <li>Project Management</li> <li>Inventory Management</li> </ol> <strong>What will I learn?</strong> <ul> <li>How to strategize</li> <li>Process selection and process design</li> <li>Statistical reasoning skills</li> <li>Management skills / project management skills / inventory management skills</li> <li>Knowledge of supply chain management</li> <li>Knowledge of JIT and Lean methods</li> <li>Planning and implementation</li> <li>Layout design</li> <li>Work systems design</li> </ul> <strong>Course Duration:</strong><br /> <br /> You will have unlimited access to your online study platform from the date you purchased the course. 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Hiring company
United Overseas Bank
-
Level 2 Certificate in Construction Management Brentwood Open Learning CollegeAED 117
AED 1,286Duration: Upto 125 Hours -
Diploma in Operations Management Level 3 Study 365AED 183Duration: Upto 15 Hours
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