VP, Business Planning Analyst, PFS

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

Banking Operations Department plays a critical role in ensuring smooth operations of the bank by providing quality support services to all UOB customers through various channels such as phone, email, walk-in or ATM/Internet Banking. The department provides assistance on general enquiries relating to customer accounts, banking transactions, debit/credit cards, loans and investments. This includes resolving escalated complaints, managing disputes and appeals for the bank’s products and services.

The incumbent will be responsible for performing moderate research, data analysis and problem resolution within a specific business function or product line. May also perform basic project management tasks.

Key Responsibilities

• To resolve customer queries via telephone calls, emails and letters within service level agreements and to maintain a high standard of customer service at all times.
• To handle incoming telephone calls, emails and correspondences for multiple lines of business.
• To identify opportunities for process improvements and enhancements to customer experience.
• To follow up and ensure customers are satisfied with the outcome of their queries.
• To comply with all applicable policies, procedures and processes including those related to operational risk, fraud, security and confidentiality.
• To provide guidance and support to junior staff members where necessary.
• To carry out any other duties as assigned by superior.
  
  

Job Requirements

• Degree holder in any field from a reputable university or college; OR Diploma holders with at least a year relevant working experience.
• Good command of English language.
• Proficient in MS Office applications.
• Able to work shift hours which include night shifts and weekends.
• Independent, proactive and possess good leadership qualities.
• Possess strong communication skills both written and verbal.
• Keen to learn and have a positive attitude towards self-development.
• Meticulous and able to follow instructions.
• Disciplined and has good time management skills.
• Customer oriented with excellent interpersonal skills.
• A team player who can build relationships across different levels of the organization quickly.
• Resourceful, determined and committed.
  
  

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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