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

Group Technology and Operations (GTO) provides software and system development, information technology support services and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint which can be utilized for supporting our regional subsidiaries and the branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Our Operations divisions provide transactional customer services for our businesses while also focusing on cost efficiency through process improvements, automation and straight through processing.

Job Responsibilities

• Responsible in handling business change maintenance request for DIALER, CACS, Host System and Voice Recording.
• Knowledge and experience in DIALER management and administration functions including create/update/manage dialing campaign, Automated & Manual Worklist, filter, list strategies, SMS blast, File Upload, exclusion, and report generation.
• Understand database design and dialer operation concept to analyze and troubleshooting to maintain high level of service standard to the customer.
• Manage CACS queue management for automated work lists of scheduled account based on logic and business strategies.
• To review/generate Host, ACACS and Dialer reconciliation report and to ensure system is functional without any exception.
• Ensure all system assistant related requests and system administrative requests raised by Business user to be completed accordingly.
• Setup automated worklists with locations, functional state/ areas, and queue management routing logic with controlled and defined parameters.
• Manage inbound and outbound call setting and flow process under Dialer and Manual dial mode to ensure dialing operations are within the business expectation.
• To lead, and review system implementation ensuring effectiveness and meeting the business operational objectives.
• Work with Collection Managers to review and analyze strategies from time to time to ensure effectiveness of system strategies.
• Responsible as primary matrix coordinator of Collection Managers for update/modify system access via Large Map Solution upon receive request from users.
• Acts as SME to senior stakeholders and /or other team members related to system, development and projects in Collections including managing FID owners, system entitlement & security matrix review and involve in COB planning for Collections.
• Secondary stakeholder for parameter maintenance for systems used by Credit Operations teams as well as their security matrix maintenance in Large Map Solution.
• Has the ability to operate with a limited level of direct supervision.
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm\'s reputation, by driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing, and reporting control issues with transparency.

Job Requirements

• 3-5 years of relevant experience in financial services operations.
• Knowledge and experience in DIALER management, preferably in Collection\'s environment.
• Understanding of database design and key Dialer Operation and administration functions.
• Strong time management skills and the capability to monitor and execute multiple tasks and priorities in dynamic environment.
• Ability to communicate well and work with business and project stakeholders.

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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