Head of Workforce Management

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia UOB Full time

UOB Federal Territory of Kuala Lumpur, Malaysia

Head of Workforce Management

UOB Federal Territory of Kuala Lumpur, Malaysia

2 days ago Be among the first 25 applicants

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

UOB Centre of Excellence (M) Sdn. Bhd. (UCoE) is a UOB-wholly owned subsidiary and a centre of excellence situated in Malaysia, providing a broad range of services to support the UOB Group. We are a regional shared service centre that supports UOB Group, providing multi-channel customer service, banking operations and processing services for UOB Singapore customers.

UOB's purpose is 'Building the future of ASEAN'. UCoE is expanding in line with the bank's purpose to be the leading Contact Centre, recognised for World Class Quality Service and Outstanding Talents.

Job Responsibilities

  1. Accountable for the overall design, implementation and delivery of the WFM practice and business continuity plan to support and enable strategic business.
  2. Provides leadership and expertise in all WFM aspects e.g. strategic workforce planning at the business level to the process level including forecasting, capacity planning, reporting, analytics, change management etc.
  3. Review/Execute workforce management process, practice and methodologies to ensure critical business needs are met and/or exceeded.
  4. Execute workforce demand planning and to drive workforce transformation to transform the culture of Group Contact Centre.
  5. Focus on risk and issue resolution for the business; establish baseline performance metrics for operations stabilization taking the local labour laws into observation.
  6. Engage local leadership to confirm the operating model and validate the proposed business case.

Requirements:

  1. At least a recognised Degree
  2. Minimum 10 years of experience in related industry with minimum 5 years in managing workforce team, planning with demonstrated competency in data gathering, analysing and modelling data to test hypotheses and quantify opportunities
  3. Strong interpersonal skills and ability to work effectively across cultures
  4. Ability to work in a fast-paced environment and under tight timelines
  5. Ability to prioritise and multi-task with strong detail orientation
  6. Proactive with strong problem solving and analytical skills
  7. Excellent people leadership ability with passion for driving teams towards high performance
  8. Familiar with CMS and Avaya tools will be an advantage
  9. Proficient in Microsoft Office (Word and Excel)

Location

The Intermark, Jalan Tun Razak

(Walking distance from Ampang Park LRT/ MRT station)

Be a part of 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.

Apply now and make a difference.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management, Strategy/Planning, and Other

Industries

Banking

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