This site uses cookies. To find out more, see our Cookies Policy

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

Date Posted: 2/5/2019

Job Snapshot

  • Employee Type:
  • Location:
  • Job Type:
  • Experience:
    10 to 12 years
  • Date Posted:

Job Description

Functional area: T&O Wholesale/Global Markets
Employment type: Full-time
Job Type: Permanent

  • 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