Company: 1011 United Overseas Bank Ltd
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
Key Responsibilities
Business Transformation, Customer Experience & Operational Excellence
- Lead end-to-end business transformation initiatives across the branch network to improve customer experience, operational effectiveness, productivity, and cost efficiency.
- Drive service and channel optimisation through the review of customer journeys, service utilisation, customer feedback, and operational performance metrics.
- Continuously assess, simplify, and redesign processes to improve customer interactions, strengthen controls, and enhance service delivery.
- Leverage data analytics and business insights to identify trends, customer behaviours, pain points, and opportunities for service and process improvements.
- Collaborate with Business, Operations, Technology, and support functions to implement automation, digitisation initiatives, workflow enhancements, and process improvements.
- Lead the design, review, and enhancement of customer journeys to deliver a seamless, consistent, and customer-centric banking experience.
- Drive continuous improvement initiatives through the application of agile methodologies, innovation, and best practices.
- Ensure transformation initiatives comply with regulatory requirements, internal policies, governance standards, and operational risk frameworks.
- Support audit reviews, regulatory engagements, and governance forums relating to operational processes and transformation initiatives.
Stakeholder Management & Business Partnership
- Partner closely with Business, Operations, Technology, Risk, Compliance, and external stakeholders to drive strategic initiatives and business objectives.
- Support business growth by enabling effective customer servicing and operational excellence across the branch network.
- Build strong relationships with stakeholders to ensure successful implementation of projects, programmes, and change initiatives.
- Facilitate cross-functional collaboration and alignment across multiple teams.
- Prepare and present business cases, recommendations, project updates, and performance insights to senior management.
Project Management
- Skilled in cross functional team coordination, from initiation to delivery, consistently achieving objectives within scope, timeline, and budget in fast paced environments.
- Managed multiple competing priorities and stakeholder expectations effectively, ensuring successful project outcomes under tight deadlines.
- Planned, coordinated and delivered project briefings sessions and communication activities to ensure stakeholder awareness, adoption and operational readiness.
Requirements:
- Diploma or Degree in Business, Finance, Engineering, Education, Human Resources, or a related discipline.
- Minimum 5 years of relevant experience in banking operations, business transformation, customer experience, or learning and development. Candidates with prior experience as a trainer, facilitator within the banking industry will have an added advantage.
- Strong domain knowledge of branch operations, banking processes, and customer servicing environments.
- Strong understanding of customer needs, behaviors, and service expectations, with the ability to translate insights into improved customer journeys and service experiences.
- Strong analytical capabilities with the ability to interpret data, identify trends, derive actionable insights, and support informed decision-making.
- Experience working in agile environments with a passion for innovation, continuous improvement, and driving transformation initiatives.
- Demonstrates strong ownership, project management, and execution capabilities with a proven track record of delivering quality outcomes within agreed timelines.
- Effective trainer and facilitator with the ability to engage diverse audiences, deliver impactful learning experiences, and support capability development.
- Strong interpersonal and communication skills with the ability to collaborate, influence, and build partnerships across business, operations, technology, and support functions.
- Structured problem-solving approach with experience in process redesign, operational excellence, and implementing sustainable business improvements.
Additional Requirements
Develop, Engage, Execute, Strategise
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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