Senior Vice President, Contact Centre Head in Singapore at UOB Group

Job Description

• Lead and manage a team of customer service managers (150 in Singapore & 250 in Kuala Lumpur, Centre of Excellence) to handle inbound customer queries (via phone calls, emails and social media posts).
• To effectively manage & meet customer service levels & agent productivity goals.
• To improve and significantly influence Bank’s overall Net Promoter Score and other customer service quality metrics.
• To be a leader of change and to oversee transitioning and implementation of new telephony infrastructure & applications over the next 2 years.
• Plan, direct and control customer interactions and activities for inbound phone channels (banking and cards), inbound fulfillment, escalations
• Ensure that all corporate activities and operations are carried out in compliance with audit and legal requirements, banking regulations and corporate policies.
• Manage centre operating budget through proper call volume forecast, careful capacity management, hiring and scheduling to manage the expense impact while striving to meet service standard.
• Provide leadership, governance to COE, Call Centre team.

• At least 10-12 years experience in a contact centre environment with minimum 5 years as a contact centre head position
• Excellent people management and communication skills
• Good experience in workforce management and call centre tools and technology
• Bachelor degree