Process Manager

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

About the Department

The Channels & Digitalization function enables end-to-end seamless connectivity for UOB customers across all physical and digital touchpoints of the Bank. Designed to be in tune with our customers’ banking preferences, we strive to enhance engagement and deliver exemplary experiences across our network of branches, self-service machines and digital platforms. We collaborate with FinTech ecosystem partners to keep abreast of developments in the FinTech innovation space and to embed ourselves in our customers’ lives. We also harness customer insights to help us deliver new business models and digital innovations, and to build deeper relationships with our customers.

Overview of the Role

This role is for Branch process creation & management, playing an important role in Branch processes design, taking into feedback from key stake holders, including but not limiting to Branch, Legal & Compliance, other banks practices research. This role requires the employee to work independently with other BSU key person: Product Managers, Branch Managers, Legal & Compliance Advisor, etc.

Job Responsibilities

Branch Process Management

• Establish and manage branch processes for operational excellence, with optimal balance between effective risk control and superior customer experience in branches service delivery.
• Work with internal and external partners on various branch projects and initiatives to improve operational efficiency and achieve cost effectiveness.
• Advisory role for processes relevant to branches.
• Communicate update of bank’s guidelines in time to ensure standardize workflow are adopted at branches.
• Review Branches guidelines regularly to simplify operational processes where possible.
• Key coordinator of Branches to participate in bank projects that relate to Branch process.

Business Support

• As a channel neutral touchpoint, support Businesses in their products and services distribution. Collaborate with stakeholders to drive business growth.
• Work in close partnership with all stakeholders to launch new products, services and campaigns.
• Actively involve in stakeholder discussions to support businesses on system enhancement/ process re-engineering with optimal balance between effective risk control and superior customer experience in our service delivery.

Driving Efficiencies & Process Excellence

• Align Process Objectives with Business Vision
• Process improvements are driven by Channel’s vision that cascades to specific business objectives such as enhancing customer experience, reducing cost-to-serve and increasing revenue.
• Processes are simplified for easy execution and aligned with the Bank’s Fair Dealing guidelines.
• Identify Processes to be Improved.
• Adopting the High Impact approach, the most important processes or those that are in conflict with the business vision will be proactively identified for review and improvement.
• Review process periodically or on trigger event.
• Review processes on a regular basis to comply with regulation & bankwide & group wide policy.

Job Requirements

Mandatory:

• Banking & Finance Degree and above.
• Preferred 5-7 years of banking experience.
• Fluent verbal and writing English.

Preferred:

• 5+ years of experience in Branches Operation preference.
• Strong Analytic skills, Design and Operationalize solutions.
• Strong exposure to strategic problem solving and root cause analysis.
• methodologies preferably in a customer service organization, business operations.
• Must have a strong passion in driving continuous improvement.
• Experience/exposure to System Delivery, Client Journey and Process Efficiency.
• Highly organized self motivator.
• Language Proficiency (Writing/Speaking).

Essential (Technical Skills):

• Vision, solid skill of PPT and excel is preferable.
• Good communication skill and team work spirit.

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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