Avp, Inbound Servicing
2 weeks ago
**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**:
The **Technology and Operations **function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.
**Responsibilities**:
- Deliver 24 hour one-stop customer service
- Providing prompt and accurate answers, alternatives or solutions to customers with their best interests at heart
- Handle escalated calls and perform service recovery
- Resolve customer requests/complaints in an efficient & timely manner within Service Level Agreement
- Monitor team adherence, punctuality and overall discipline
- To lead a team of CSOs to reach assigned targets / scorecards
- To coach and provide motivational assistance to CSOs so as to manage retention
- Review waivers and other financial transactions performed to reduce waiver volume
- To continuously review and improve work processes so as to enhance customer’s experience.
**Job Requirements**:
- Good Diploma/Degree with minimum 1 year of Call Centre experience in a managerial or leadership role with proven track record
- Familiarity of operating systems
- Proficient in Microsoft Office
- Knowledge of browsers/ Internet Banking
- Proficient level of Written and Verbal communication skills
- Ability to communicate effectively with customers that are escalated from CSOs.
- Display core values in all interactions with customers.
- Able to multi-task to take on projects.
**Be a part of UOB Family**:
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