Team Head, Risk and Service Quality

6 days ago

Greater Kuala Lumpur, Malaysia UOB Full time 120,000 - 240,000 per year

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.

Job Description
Key Responsibilities

Quality Management for Customer Service Departments

  • Take responsibility for the development, implementation and on-going management of a service wide quality assurance framework
  • Set and monitor targets for the service and ensure that service is operating within performance indicators and ensuring improvements against targets when necessary
  • Lead the overall communication and image of the service, providing specialist advice when necessary and ensuring that clear communication methods are adopted within the service.
  • Primary contact for all intra and/or inter-department Compliance and Audit matters related to Call Centre
  • Ensure prompt acknowledgments and respond within set time limits, systematically and fairly
  • Coordinates timelines with departments Team Heads/Team Managers, ensuring timely updates
  • Lead and motivate the team effectively in order to meet deadline and drive for quality excellence
  • Analyse data to improve customer satisfaction score (NPS) and overall Contact Centre Quality
  • Ensure compliments submitted by frontline are validated within TAT and to approve or reject post validation
  • Ensure both Calls and Chat NPS data, analysis and trending are promptly carried out
  • Work closely with Operations team to make sure that the scope and direction of each project or campaign is on schedule, as well as other departments for support

Key Requirements
Must have :-

  • At least a recognized Degree.
  • 8 to 10 years' proven supervisory and team management experience, preferably in a customer centre environment.
  • Strong proven Leadership capabilities
  • Passionate for excellent customer service with good communication and comprehension skills
  • A good team player who is independent and self-motivated, self-disciplined and able to prioritize and handle multiple tasks and responsibilities.
  • Ability to facilitate and provide leadership concerning customer complaint investigations.
  • Must demonstrate technical writing ability
  • Provide leadership concerning investigation activities and facilitate the timely closure of complaint investigations.

Essential Technical Skill :-

  • Sound knowledge and experience in Database management and extraction, MS Office.

Additional Requirements
Be a Part of the 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

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