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
This role is responsible for implementing performance, and continuous improvement of physical banking channels, including branches and self-service touchpoints.
As part of the Omni-Channel team, you will lead initiatives to deliver seamless, reliable, and customer-centric experiences, while advancing digital adoption and operational excellence across the network.
You will work in an agile, cross-functional environment to integrate physical and digital channels, ensuring alignment with GCD’s transformation agenda.
Key Responsibilities
Define and execute channel strategies to improve availability, utilization, and cost efficiency
Monitor KPIs (uptime, transaction volumes, migration rates) and drive targeted interventions
Customer Experience & Journey Ownership
Continuously enhance key customer journeys across touchpoints and implement scalable improvements
Ensure consistency of service standards and experience across the branch network and self-service channel
Agile Delivery & Transformation
Operate within agile squads to deliver incremental improvements and new capabilities
Support the rollout of new technologies and innovations across branches and self-service environments
Operational Excellence & Resilience
Oversee incident and problem management, ensuring timely resolution and minimal customer impact
Strengthen operational processes, controls, and service recovery frameworks
Data-Driven Insights & Optimizations
Leverage data analytics to derive insights on customer behaviour, channel usage, and operational performance
Optimize machine placement, branch formats, and service models based on data insights
Risk, Compliance & Governance
Ensure adherence to regulatory requirements, internal policies, and audit standards
Support audit reviews and regulatory engagements where required
Qualifications & Experience
Degree in Business, Finance, Engineering, or related discipline AVP: 6–8 years | VP: 10+ years of relevant experience in banking operations, channel management, or transformation roles Strong domain expertise in branch operations and self-service banking technologies.
Core Competencies
Customer Centricity: Deep understanding of customer needs and behaviors Data & Analytical Skills: Strong ability to interpret data and drive decisions Agile Mindset: Experience working in agile team Execution Excellence: Strong ownership with a focus on outcomes and delivery
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.
Apply now and make a Difference
Skills Required
- Degree in Business, Finance, Engineering, or related discipline
- 6-8 years (AVP) or 10+ years (VP) relevant experience in banking operations, channel management, or transformation
- Strong domain expertise in branch operations and self-service banking technologies
- Experience working in agile teams and delivering incremental improvements
- Ability to monitor KPIs and drive data-driven interventions (uptime, transaction volumes, migration rates)
- Strong data and analytical skills to derive insights on customer behavior and channel usage
- Customer centricity and experience/journey ownership
- Execution excellence with ownership and focus on outcomes
- Knowledge of risk, compliance, and governance in banking operations
What We Do
We’re here to do Right By You. At UOB, we aspire to build a better future for the people and businesses in the region. Through our extensive network and suite of capabilities, we offer financial solutions to the people and businesses within, and connecting with ASEAN. We create solutions tailored to your unique needs through data and relationship-led insights. Our comprehensive regional network and one-bank approach connects your business to new opportunities in ASEAN. We help businesses to advance responsibly and guide personal wealth to grow sustainably. We foster inclusiveness and environmental well-being for stronger societies. This is how we stay committed to forging a sustainable future for generations to come. Note: For the terms of use of our LinkedIn channel, please visit: https://go.uob.com/socialmedia
