Client Service Support Team Leader

UOB•Phoenix, AZ

About The Position

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.

Requirements

Minimum 5 years of experience in client servicing within corporate banking or financial services, with exposure to accounts, services and cash management products.
Proven track record in team leadership, stakeholder management, and handling escalations.
Strong organizational and time-management skills to manage multiple priorities in a fast-paced environment.
Excellent communication and interpersonal skills to engage professionally with clients and internal stakeholders.
High risk awareness and adherence to compliance procedures and operational controls.
Ability to drive process improvements and contribute to strategic initiatives.
Self-motivated, resilient, and able to lead by example.
Positive mindset with a focus on continuous improvement and client satisfaction.
Chinese (Mandarin)
University-Bachelor

Responsibilities

Team Leadership & Oversight Lead and coach a team of Client Service Advisors to achieve service excellence and meet SLAs.
Monitor progress, reduce ageing cases, clear roadblocks, and identify potential escalations for early intervention.
Dynamically prioritize tasks based on urgency, client impact, and capacity to ensure timely execution.
Client Service & Escalation Management Act as the primary escalation point for exceptional handling, complaints, and service recovery.
Resolve complex client requests promptly and within compliance and risk parameters, suitably exercising delegated authority as necessary.
Collaborate with Business Units, Product Teams, Operations and other stakeholders to ensure seamless execution and alignment on priorities.
Proactively escalate cases and thematic issues to management for early intervention and stakeholder engagement.
Process & Workflow Improvement Participate in projects and initiatives to streamline processes, improve workflows, and implement new systems or procedures.
Identify opportunities for automation and efficiency gains in documentation and reporting processes.
Administrative & Reporting Duties Oversee preparation and submission of reports, dashboards, and performance metrics for management review.
Foster strong risk awareness within the team and ensure adherence to regulatory and internal compliance standards