VP/FVP, Serve Performance, Governance and Management, Digital Bank

  • Competitive
  • Singapur, Singapore
  • Festanstellung, Vollzeit
  • United Overseas Bank
  • 2018-12-12

VP/FVP, Serve Performance, Governance and Management, Digital Bank

Minimum knowledge requirements for the job Minimum Educational Qualifications
  1. Bachelor's Degree. MBA would be preferred
  2. PMP, Design thinking/ LEAN methodology certifications would be preferred
  3. Certifications in machine learning and/or natural language processing for Chatbot would be preferred
Relevant Experience:
Broad management knowledge or technical knowledge/ Years of experience
  1. Project management experience in digital servicing implementation in large financial institutions/ banks
  2. 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.)
  3. 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
  4. Good understanding of the consumer banking products, functional teams, services and typical banking applications
  5. Strong understanding of either liabilities (savings accounts/ current accounts/ deposits) or asset products (credit cards/ personal loans) would be an added advantage
  6. Good understanding of Chatbot performance management
  7. Good understanding of contact center functionalities, platforms and performance metrics
  8. Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
  9. Must demonstrate strong analytical, problem solving, communication and creative skills
  10. 8 - 12 years of experience depending on the grade
Which geographies/markets does the job focus on Based in Singapore. Project may involve working with other countries with UOB presence
Predominant Responsibilities of the job (3 to 5 most important responsibilities in order of importance to the business). These reflect specific outcomes that the job is required to deliver. Key Responsibilities Fully Control or
Share control of this with Est. % time spent per month
  1. Ensure key servicing 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.
  2. Complaints resolution timeliness and reduce complaints level
  3. Own and hold service forums with respective parties to on service improvement agenda.
  4. Single point of contact from Regional Digital Bank for regulators and audit review for customer complaints management
  5. Performance management design and measurement for digital bank service
  6. Monitor and manage reporting on key performance indicators on service across all countries with digital bank presence
Shared control

Shared control
Full control

Full control

Shared control
Full control
20%

10%

10%

20%

20%

20%

Other pertinent information about the job Candidate should possess the following qualities:
  1. Willing to learn and a fast learner
  2. Logical thinking
  3. Problem solver
  4. Ability to work in team as well as independently
  5. Strong sense of responsibility