Apply on Employer Site

UOB · 1 month ago

AVP, Service Excellence Program Manager (Contact Centre) (1-Year Direct Contract)

Central Region (City Area)

Full-time, Contract

Onsite

Mid, Senior Level

7+ years exp

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network. The Service Excellence Program Manager is responsible for executing service excellence strategies across multiple markets, ensuring high-quality customer service and operational efficiency while maintaining compliance with industry regulations.

BankingFinanceFinancial Services

Responsibilities

Translate regional service excellence strategies into structured, multi-country programs with clear milestones, timelines, and measurable outcomes

Establish and maintain governance frameworks to monitor progress, manage risks, and ensure accountability across all operations

Track and analyze key service metrics (e.g., NPS, FCR, Complaints, Call Quality) across countries to identify trends, gaps, and improvement opportunities

Develop executive dashboards and performance reports to inform strategic decisions and drive data-led improvements

Lead and coordinate service improvement initiatives involving operations, training, digital, compliance, and customer experience teams

Ensure timely delivery of projects with measurable impact on service quality, customer satisfaction, and operational efficiency

Partner with IT and digital teams to deploy and scale tools such as Bring Your Own Bot (BYOB) and Generative AI-powered assistants, enhancing productivity and customer experience

Identify and implement automation opportunities across customer journeys and service processes to reduce handling time and improve resolution rates, while ensuring compliance with financial industry regulations

Act as a central liaison between regional leadership, country teams, and support functions to ensure strategic alignment and operational consistency

Facilitate regular engagement forums, feedback loops, and communication channels to drive collaboration and transparency

Support the design and rollout of training programs focused on service mindset, regulatory compliance, skills, and digital tools

Document and disseminate best practices, success stories, and scalable frameworks to uplift service standards across all markets

Qualification

Program managementService excellenceProcess improvementLean Six SigmaDigital transformationData analysisMicrosoft ExcelStakeholder managementFinancial regulations knowledgeCross-functional leadershipCommunication skillsPresentation skills

Required

At least 7 years of relevant experience in program management and service excellence within the financial industry, including demonstrated expertise in process improvement design and implementation

Background in human-centered design for service or process improvement

Lean Six Sigma or similar process improvement certification

Familiarity with digital transformation, automation, or AI tool deployment in regulated environments

Exposure to contact center operations or collaboration with contact center teams

Advanced data analysis skills, with strong proficiency in Microsoft Excel

Excellent communication skills, both written and verbal

Proficiency in creating and delivering presentations using Microsoft PowerPoint

Outstanding stakeholder management and cross-functional leadership abilities

In-depth knowledge of financial industry regulations and compliance

Ability to perform in a fast-paced, multi-market environment