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VP/AVP, Customer Advocacy & Service Quality in Singapore at UOB Group

Date Posted: 5/11/2018

Job Snapshot

Job Description

Functional area: Group Strategic Communications & Customer Advocacy
Employment type: Full-time
Job Type: Permanent

Job responsibilities:
The successful candidate will play a key role in the Customer Advocacy & Service Quality team in managing the Bankwide priority and high risk customer issues to ensure timely and effective resolution. The key responsibilities include: 
The key responsibilities include:
  • Corporate liaison party for bank-wide coordination, monitoring, review of written replies and enforcing timely resolution of priority complaints (customers’ issues received from Monetary Authority of Singapore (MAS), Association of Banks in Singapore (ABS), Minister of Parliament (MP), Press, CEO, Chairman, with emphasis on Financial Dispute Resolution Centre (FIDReC) and Financial Advisor’s Act (FAA) related cases),
  • Preparation of reports to Top Management
  • Analyse, identify problem areas and plan improvement initiatives to prevent recurrent customer issues in processes.
Job requirements:
  • Recognised university degree with at least 3 years of relevant experience in a large organisation.
  • Strong problem-solving and interpersonal skills with the ability to work and interact with different business and support units, and across the region.
  • Effective communication and presentation skills.
  • Meticulous and thoughtful.
  • Independent, self-motivated and resourceful.