Job Description

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 Strategic Communications and Customer Advocacy function works closely with all functions across the Group to protect and to promote the reputation of UOB. Through our thought leadership, stakeholder and community engagement programmes, we ensure that UOB's presence, relevance, insights and understanding are seen and felt by our colleagues and customers, wherever they are. We also strive to turn our customers into advocates through our consistent and considered approach in delivering reliable and distinctive customer service.

Job Responsibilities

The Manager/AVP for Customer Feedback Management is responsible for the effective gathering, sorting and storage of the voice of customer as well as the preparation of data to facilitate development of strategy for improvement following the insights gathered. This critical function demands strong communication skills and high levels of customer centricity.

• Contact customers via the telephone to interview them about their recent interactions with the bank and record responses to provided questions and ensure the required number of samples are obtained for all key touchpoints.
• Record and store all customer responses accurately to enable the bank to effectively measure key metrics like NPS, CSAT and overall satisfaction to improve customer satisfaction across the various customer segments.
• Daily management of customer enquiries, requests or complaints received via email, ensuring that requests or enquiries received are assigned and attended to by the relevant stakeholders within the bank.
• Review of customer feedback and complaints via the CRM system to ensure that cases are being resolved and closed by the touch points in timely manner.
• Follow-up on the status of customer requests, complaints and close-loop to ensure effective closure and resolution.
• Support the monthly extraction of data for preparation and analysis of regulatory submissions of market conduct complaints to reinforce the bank's commitment to reinforce a culture of Fair Dealing and FEAT (Fairness, Ethics, Accountability and Transparency).

Job Requirements

• A diploma or degree holder with a demonstrated record of accomplishment in MIS or reporting roles in consumer focused or financial institutions.
• Experience as a telephone interviewer, call centre agent, customer service officer, or other work involving computer-assisted telephone communications.
• Possess experience and working knowledge of computer systems; especially in data extraction/reporting software.
• Strong verbal communication skills and the ability to communicate a friendly demeanour and build trust with customers.
• Highly organized with the ability to manage multiple and often competing priorities.
• Strong analytical skills that allow for the development of data-driven reports.
• Meticulous, with a tendency to pay close attention to small details that could impact results.
• Ability to work autonomously with little direction, setting priorities and taking necessary actions to identify, contain, and remediate any potential issues.
• Ability to work effectively across functions, promoting collaboration and teamwork in pursuit of successful outcomes.

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.

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