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VP/AVP, Regional Customer Experience – Onboarding Process Design (Back End) - Digital Bank in Singapore at UOB Group

Date Posted: 10/28/2018

Job Snapshot

Job Description

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

Minimum Educational Qualifications:
  • General degree
  • Strong project management skills
  • Experience in change management/process transformation projects preferred
  • Experience in AGILE project implementation preferred
  • Experience in design thinking and human-centered methodologies preferred
Relevant Experience:
  • Minimum 5-8 years of related experience in process re-engineering/transformation projects, with working knowledge in channel operations or efficiency teams.
  • Good understanding of banking processes, banking regulations, digital and mobile banking system functionalities.
  • Have good working knowledge of system requirements
  • Possesses strong understanding of L1, L2 and L3 process mapping.
  • Worked with front, mid & back office on capacity and exception handling.
  • Must demonstrate strong analytical, problem solving, communication and creative skills.
  • Must be able to bridge business requirements and technical limitations
Which geographies/markets does the job focus on​:
  • Based in SG, with travel and interactions with TH, ID, MY, VN.​
​Key Responsibilities:

1. Work closely with Customer Experience front-end design and implementation SCRUM teams.
  • Responsible for design and development of front-to-back business process flow, together with the Product, Credit, Marketing and regional Digital Banking teams.
  • Thoroughly understand the business needs and system requirements to define the current and to-be processes and system pain-points, and areas for optimization.
  • Closely study and ensure exception handling processes are mapped out during the end-to-end customer journey, with operational processes designed to meet gaps and inefficiencies.
  • Participate in various forums to review customer journey processes and ensure issues are technically addressed and resolved.
  • Track and document approvals of decisions made during the project implementation; educate and update work groups of the technical and/or operational implications of approved process change.
2. Regular engagement with regional Customer Experience and Digital Bank teams to identify workflow operational and fraud risks, and AML list-of-values requirements.

Candidate should possess the following qualities:
  • Ability to work both independently and within a team
  • Strong sense of responsibility
  • Have keen eye for details
  • Must demonstrate strong analytical, problem solving, communication and creative skills.
  • Willing to learn and a fast learner