Service Assurance Lead

About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description About the Department Personal Financial Services: We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.

Overview Of The Role To ensure consistent and high-quality customer service across all banking channels by leading process reengineering initiatives and managing the complaint monitoring framework. The role is pivotal in identifying service gaps, driving operational improvements, and enhancing customer satisfaction in alignment with regulatory standards and strategic goals.

Job Responsibilities

• Process Reengineering & Service Optimization
• Lead diagnostic reviews of customer journeys across retail banking products (e.g., account opening, loans, cards, digital onboarding).
• Identify bottlenecks and inefficiencies in service delivery and propose reengineering solutions.
• Collaborate with Operations, Compliance, IT, and Product teams to implement streamlined, customer-centric processes.
• Support automation and digitization efforts to enhance operational scalability and reduce manual errors.
• Complaint Monitoring & Customer Experience
• Own the end-to-end complaint management process, ensuring timely resolution and regulatory compliance (e.g., SBV guidelines).
• Analyze complaint data across channels (branches, contact center, digital) to identify trends and root causes.
• Work with frontline teams to improve first-contact resolution and reduce repeat complaints.
• Develop and maintain dashboards to monitor complaint volumes, resolution times, and customer satisfaction scores
• Provide insights to product and service teams to inform enhancements and prevent future complaints.
• Service Assurance & Governance
• Define and enforce service quality standards across all customer touchpoints.
• Conduct regular service check, mystery shopping to assess compliance and service consistency.
• Monitor SLAs and KPIs related to service delivery and customer experience.
• Prepare monthly and quarterly reports for senior management.
• Stakeholder Engagement & Change Management
• Act as a service excellence ambassador, promoting a customer-first mindset across the organization.
• Facilitate workshops and cadences to build service assurance capabilities within teams.
• Engage with all relevant stakeholders within PFS and supporting functions for achieving strategic goals.

Job Requirements

• Minimum 5-8 years of experience in banking operations, customer experience, or service assurance roles.
• Strong understanding of retail banking products, processes, and regulatory requirements.
• Proficient in data analysis, complaint management systems, and process mapping tools.
• Excellent communication, stakeholder management, and problem-solving skills.

Additional Requirements Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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