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Lead – Serve Performance and Service Insights, Digital Bank in Singapore at UOB Group

Date Posted: 12/8/2018

Job Snapshot

Job Description

Functional area: Personal Financial Services (PFS)
Employment type: Full-time
Job Type: Permanent

Job Responsbility:
  • Ensure key servicing Key Performance Iindicators (KPI) of the Digital Bank is met such as resolution scores, live chat satisfaction/ resolution scores, Service request resolution and overall key customer satisfaction scores for the DB.
  • Complaints resolution timeliness and reduce complaints level
  • Own and hold service forums with respective parties to on service improvement agenda.
  • Single point of contact from Regional Digital Bank for regulators and audit review for customer complaints management
  • Performance management design and measurement for digital bank service
  • Monitor and manage reporting on key performance indicators on service across all countries with digital bank presence

Job Requirement:
  • Minimum Bachelor's degree - design thinking or PMP or LEAN methodology certifications will be advantegous. In addtion, certifications in machine learning and/or natural language processing for Chatbot will be preferred. 
  • Project management experience in digital servicing implementation in large financial institutions/ banks
  • Experience in maintaining and driving a metric management culture to improve process metrics (service level, timeliness, quality etc.) and customer metrics (NPS score, loyalty measure, CSS etc.)
  • Past experience in deploying and managing customer satisfaction and engagement efforts (e.g. NPS, Serve Qual models) through internal and external (vendor based) measurement requirements
  • Good understanding of the consumer banking products, functional teams, services and typical banking applications
  • Strong understanding of either liabilities (savings accounts/ current accounts/ deposits) or asset products (credit cards/ personal loans) would be an added advantage
  • Good understanding of Chatbot performance management
  • Good understanding of contact center functionalities, platforms and performance metrics
  • Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
  • Must demonstrate strong analytical, problem solving, communication and creative skills

Job Requirement:
  • Minimum Bachelor's degree - design thinking certifications will be advantegous
  • Project management experience in digital servicing implementation in large financial institutions/ banks
  • Past experience in insights research and service design for a digital business proposition
  • Good academic understanding and practical implementation experience of quantitative and qualitative research methodologies
  • Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
  • Experience in customer immersions, journey mapping and design
  • Must demonstrate strong analytical, problem solving, communication and creative skills
  • Strong understanding of either liabilities (savings accounts/ current accounts/ deposits) or asset products (credit cards/ personal loans) would be an added advantage
  • Functional understanding of Chatbot workings in a digital set up
  • Good understanding of contact center functionalities, platforms and performance metrics