UOB · 4 months ago
AVP, Service Excellence Delivery Lead (Contact Centre) (1-Year Direct Contract)
Central Region (City Area)
Full-time, Contract
Onsite
Mid, Senior Level
7+ years expUnited Overseas Bank Limited (UOB) is a leading bank in Asia with a global network. The Service Excellence Delivery Lead is responsible for executing service excellence initiatives across multiple markets, focusing on operational delivery and process optimization to enhance customer experience and performance.
BankingFinanceFinancial Services
Responsibilities
Lead the implementation of targeted service improvement projects, ensuring alignment with regional strategy and timely, measurable outcomes
Coordinate with country teams to manage project milestones, resolve operational issues, and ensure on-the-ground execution
Analyze operational data (e.g., CSAT, NPS, FCR, AHT) to identify performance gaps and root causes at the process and frontline level
Translate insights into prioritized, actionable recommendations and support teams in executing improvement actions
Map, assess, and redesign service delivery workflows to eliminate inefficiencies and standardize best practices across markets
Facilitate cross-country workshops to share workflow enhancements and embed operational excellence
Lead training sessions and provide hands-on support to ensure successful rollout and sustained use of new tools and processes
Engage stakeholders at all levels to secure buy-in, address feedback, and maintain alignment throughout implementation
Document lessons learned, frameworks, and case studies from project delivery
Develop and distribute toolkits, playbooks, and templates to enable consistent and scalable execution of service excellence initiatives across the region
Qualification
Required
Minimum 7–10 years of progressive experience in service delivery, operational excellence, or project management, with a strong track record of hands-on project execution and process improvement, preferably within the financial services or contact center industry
Demonstrated ability to deliver complex, cross-functional projects and implement operational changes at scale
Advanced analytical skills with experience extracting actionable insights from operational data and service metrics
Background in process mapping, workflow optimization, or human-centered design
Lean Six Sigma or similar process improvement certification
Experience with digital transformation, automation, or AI tool deployment at the operational level
Exposure to contact center operations or direct collaboration with frontline teams
Strong proficiency in Microsoft Excel for data analysis and PowerPoint for developing training and communication materials
Excellent communication skills, both written and verbal, with the ability to train and influence frontline and mid-level stakeholders
Proven ability to drive adoption of new tools and processes through structured training and stakeholder engagement
Experience working in fast-paced, multi-country environments and resolving operational challenges in real time
Company
UOB
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.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.67B2025-11-25Post Ipo Debt· $979M
2025-08-29Post Ipo Debt· $35M
2024-08-05Post Ipo Debt· $651.52M
Leadership Team
Richard Maloney
President and CEO
Kevin Lim
SVP, Group Strategy
Recent News
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2025-12-09
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