Assistant VP, Customer Service Workforce Management, Cash Management Operations Center
Job details
Assistant VP, Customer Service Workforce Management, 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.
- 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: 17 Apr 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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Operations management studies are designed for ambitious candidates proactively seeking the tools, resources and insights needed to become the best managers they can be. This exclusive Level 7 Operations Management Diploma has been designed to provide all three. By examining the field of operations management at an advanced level, candidates are primed to confidently pursue rewarding careers in the field.<br /> Ideal for newcomers and existing management personnel alike, this engaging course is open career-focused candidates from all backgrounds. Whatever your professional experience to date, an endorsed Level 7 Operations Management Diploma could take your employment prospects to the next level. Likewise, business owners and anyone considering entrepreneurship opportunities could benefit enormously from enhanced operations management acumen.<br /> Upon completion, learners will have covered a variety of topics and teachings that form the core of successful operations management, including:<br /> The functions and objectives of operations management<br /> The role of the OM in inventory and supply chain management<br /> An introduction to quality control<br /> Essential project management and risk management<br /> Stock control and procurement operations<br /> Product manufacturing and shipping<br /> Contingency management and succession planning<br /> Course Outline<br /> This Level 7 Operations Management Diploma has been designed to cover a broad variety of subjects of relevance to the field of OM. Each of the 20 course units concludes with an online assessment, which your assigned tutor will return with constructive feedback. 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Talent Management<br /> This Unit covers the following key topics:<br /> An Introduction to Talent and Performance Management<br /> Creating a Talent Management Plan<br /> Talent Development within an Organization<br /> Role of Communication in Talent Management<br /> Unit 6 Procurement Operations<br /> This unit covers the following key topics:<br /> Purchasing and Procurement<br /> Importance of Procurement<br /> Aims of Procurement<br /> Organisation of Procurement<br /> Monitoring Supplier Performance<br /> Unit 7 Manufacturing & Delivery Operations<br /> This unit covers the following key topics:<br /> Introduction To Manufacturing & Delivery Operations<br /> Production Scheduling<br /> Facility Management<br /> Unit 8 - Succession Planning<br /> This unit covers the following key topics:<br /> Understanding the value of Succession Planning<br /> Elements of a Succession Plan<br /> Unit 9 Project Management<br /> This unit covers the following key topics:<br /> What is Project Management?<br /> Project Life Cylce<br /> Unit 10 - 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Operations management studies are designed for ambitious candidates proactively seeking the tools, resources and insights needed to become the best managers they can be. This exclusive Level 7 Operations Management Diploma has been designed to provide all three. By examining the field of operations management at an advanced level, candidates are primed to confidently pursue rewarding careers in the field.<br /> Ideal for newcomers and existing management personnel alike, this engaging course is open career-focused candidates from all backgrounds. Whatever your professional experience to date, an endorsed Level 7 Operations Management Diploma could take your employment prospects to the next level. Likewise, business owners and anyone considering entrepreneurship opportunities could benefit enormously from enhanced operations management acumen.<br /> Upon completion, learners will have covered a variety of topics and teachings that form the core of successful operations management, including:<br /> The functions and objectives of operations management<br /> The role of the OM in inventory and supply chain management<br /> An introduction to quality control<br /> Essential project management and risk management<br /> Stock control and procurement operations<br /> Product manufacturing and shipping<br /> Contingency management and succession planning<br /> Course Outline<br /> This Level 7 Operations Management Diploma has been designed to cover a broad variety of subjects of relevance to the field of OM. Each of the 20 course units concludes with an online assessment, which your assigned tutor will return with constructive feedback. Operations management topics and concepts covered in the course are as follows:<br /> Unit 1 what is Operations Management?<br /> This unit covers the following key topics:<br /> Introduction to Operations Management<br /> Types of Operations<br /> Practical Application<br /> Understanding Financial Terms<br /> General Accepted Accounting Principles (GAAP)<br /> Unit 2 Process Management<br /> This unit covers the following key topics:<br /> What is Business Analysis?<br /> What is Enterprise Content Management?<br /> Enterprise Content Management Model<br /> What is Business Process Re-Engineering?<br /> Unit 3 Supply Chain Management<br /> This unit covers the following key topics:<br /> Introduction to Supply Chain Management<br /> Unit 4 Planning & Sourcing Operations<br /> This unit covers the following key topics:<br /> Basic model of Supply Chain Operations<br /> Demand Forecasting and Planning<br /> Forecasting Methods<br /> Aggregate Planning<br /> Product Pricing (Plan)<br /> Unit 5 - Talent Management<br /> This Unit covers the following key topics:<br /> An Introduction to Talent and Performance Management<br /> Creating a Talent Management Plan<br /> Talent Development within an Organization<br /> Role of Communication in Talent Management<br /> Unit 6 Procurement Operations<br /> This unit covers the following key topics:<br /> Purchasing and Procurement<br /> Importance of Procurement<br /> Aims of Procurement<br /> Organisation of Procurement<br /> Monitoring Supplier Performance<br /> Unit 7 Manufacturing & Delivery Operations<br /> This unit covers the following key topics:<br /> Introduction To Manufacturing & Delivery Operations<br /> Production Scheduling<br /> Facility Management<br /> Unit 8 - Succession Planning<br /> This unit covers the following key topics:<br /> Understanding the value of Succession Planning<br /> Elements of a Succession Plan<br /> Unit 9 Project Management<br /> This unit covers the following key topics:<br /> What is Project Management?<br /> Project Life Cylce<br /> Unit 10 - 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Hiring company
United Overseas Bank
-
Operations Management Diploma Course LineAED 89
AED 955Duration: Upto 16 Hours -
Operations Management Oxford Home Study CollegeAED 327
AED 5,142Duration: 400 Hours
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