Call Centre, Group Technology Information

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UOB Singapore

United Overseas Bank Limited (UOB) is committed to providing quality products and excellent customer service. Founded in 1935, UOB has a well-established regional presence, particularly in Asia where we have banking subsidiaries in Singapore, Malaysia, Indonesia, Thailand and China. With our strong foothold in the region, we understand the Asian corporate culture and business mindset and are well-placed to create opportunities by linking our customers to their counterparts in Asia.United Over... Read More

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Website	www.uob.com.sg
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Call Centre, Group Technology

Responsibilities: Reporting to the Head of Department, you will ensure delivery of excellent service standard and provide resolutions to complaints/feedback received. Your responsibilities includes – Ensuring the effective management of a dynamic and complex complaints caseload in accordance with complaints procedure; and comply with the bank’s policies and guidelines Overseeing the progression of action plans for serious complaints and for investigations by external agencies Contributing to the development and implementation of the bank’s governance strategy in relation to complaints Managing the Call Centre-wide complaints reporting, tracking system and monitor trends to highlight risk factors to include production of an annual report on complaints such as response time, outcomes and action taken Liaising with other Business Units’ investigation for resolution respond to complaints received including facilitation of complaint resolution meetings Leading on projects as delegated or required to support the development and implementation of policies, procedures and etc Providing leadership and support to the Customer Engagement Team to meet quality standard sets by the Management Requirements: Degree in any discipline with at least 7 years of relevant working experience out of which minimum 3 years in a people management position Preferably with experience or knowledge of handling complex complaints within banking industry Proficient in Microsoft Office Applications Meticulous and possess great verbal and written communication skills Self-motivated, independent and good team player