Contact Centre Strategy & Transformation Lead

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

To support the Head of Contact Centre in driving strategy, process transformation and key initiatives, with a strong focus on improving efficiency, customer experience and business outcomes by maximizing existing resources and capabilities.

Job description:

• Work closely with Operations to ensure new initiatives are effectively implemented by frontline agents, aiming to improve productivity and cost efficiency.
• Lead key backend function including the Training team, Customer Fulfilment team, Complaint Management team, CX/Digital transformation team (IVR and Contact Centre systems), and Sale Specialist team with efficiency, simplify and high productive across customer experience
• Drive Sales Referral opportunities through Contact Centre Operations and improve business contribution.
• Coordinate with cross-functional teams, including IT, Product, Operations, Country and Group stakeholders, to drive initiatives and system/process improvements.
• Oversee significant complaints and ensure effective root cause analysis and preventive actions.
• Prepare and present strategies, initiatives, performance updates and recommendations to senior management.
• Develop team leaders and build a strong culture of ownership, collaboration and continuous improvement.

Qualification:

• Strong strategic thinking with hands-on execution capability.
• Experience in Contact Center or Call Center for more than 3 years
• Strong process improvement and problem-solving skills, with the ability to simplify complex processes.
• Detail-oriented, with the ability to drill down and identify root causes.
• Positive, proactive and solution-oriented mindset with strong ownership.
• Strong people leadership and stakeholder management skills.
• Able to drive initiatives across multiple functions and deliver measurable results.
• Strong presentation and communication skills, including good command of spoken and written English.
• Commercial mindset with the ability to identify and drive sales opportunities.

หมายเหตุ : ธนาคารมีความจำเป็นจะต้องดำเนินตรวจสอบและเก็บข้อมูลประวัติอาชญากรรมของผู้สมัครในตำแหน่งงานนี้เพื่อตรวจสอบคุณสมบัติหรือลักษณะต้องห้ามตามนโยบายของธนาคาร

 Remark: The Bank requires the checking and collection of criminal records for candidates of this position, in order to verify qualifications and/or disqualifications for the job position in accordance with the Bank’s policy. 

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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