FVP Head, Service Excellence & Learning, Retail Contact Centre

UOB•Phoenix, AZ

81d

About The Position

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 Job Responsibilities: Lead the centerwide strategy for service quality, including NPS, complaint resolution, and escalation handling, ensuring timely and effective responses. Develop and implement quality assurance frameworks, leveraging insights, feedback, and continuous improvement initiatives to uphold service excellence standards. Develop and implement quality assurance strategies to uphold service excellence standards, including monitoring Net Promoter Score (NPS), managing customer complaints, and handling escalations effectively. Oversee the end-to-end management of customer complaints and escalations, establishing robust tracking and analysis processes. Drive resolution strategies and implement corrective actions to improve customer satisfaction and reduce recurring issues. Support in managing high-level escalations and regulatory complaints, while guiding the escalations team to uphold service standards and protect the organization’s reputation. Utilize data analytics to track service quality trends, customer feedback, and employee performance metrics. Identify areas for improvement and implement best practices to optimize operational efficiency and the overall customer experience. Lead and coach team heads for optimal performance to develop healthy relationships of trust, inspire employees, and create a productive environment that fosters growth and engagement. Engage internal and external stakeholders in matters related to complaints involves establishing clear communication objectives, choosing appropriate communication mediums, and monitoring feedback to maintain positive relationships and enhance organizational reputation.

Requirements

Minimum 10 years of working experience in service quality, complaint management, and training.
Experience managing regulatory and executive-level escalations and working with bodies such as MAS, ABS, and FIDReC.
Strategic business leadership with excellent stakeholder management, interpersonal and analytical skills.
Team management experience for at least 5 years.
Good knowledge of banking process, products and systems.
Proficient in Microsoft Office.
Good command of written and spoken English, with ability to influence and persuade stakeholders.
Strong customer service mindset with good communication and problem-solving skills to advise and facilitate issue resolution with customers.
Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
High level of accuracy and attention to detail.
Personal resilience and ability to perform effectively in a pressured environment with a positive “can do” attitude and a positive attitude to change.
Highly motivated self-starter and ability to work with senior stakeholders.

Responsibilities

Lead the centerwide strategy for service quality, including NPS, complaint resolution, and escalation handling, ensuring timely and effective responses.
Develop and implement quality assurance frameworks, leveraging insights, feedback, and continuous improvement initiatives to uphold service excellence standards.
Develop and implement quality assurance strategies to uphold service excellence standards, including monitoring Net Promoter Score (NPS), managing customer complaints, and handling escalations effectively.
Oversee the end-to-end management of customer complaints and escalations, establishing robust tracking and analysis processes.
Drive resolution strategies and implement corrective actions to improve customer satisfaction and reduce recurring issues.
Support in managing high-level escalations and regulatory complaints, while guiding the escalations team to uphold service standards and protect the organization’s reputation.
Utilize data analytics to track service quality trends, customer feedback, and employee performance metrics.
Identify areas for improvement and implement best practices to optimize operational efficiency and the overall customer experience.
Lead and coach team heads for optimal performance to develop healthy relationships of trust, inspire employees, and create a productive environment that fosters growth and engagement.
Engage internal and external stakeholders in matters related to complaints involves establishing clear communication objectives, choosing appropriate communication mediums, and monitoring feedback to maintain positive relationships and enhance organizational reputation.