Quality Assurance Manager - Contact Center

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

About the Department

The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

Overview of the Role

• The Service Manager is an intermediate management position responsible for providing full leadership and direction to a Customer Service team that perform customer service activities focusing on Quality Assurance. The overall objective is to evaluate and manage performance, ensuring each team meets quality standards and productivity expectations.
• The Service Manager is an intermediate management position responsible for providing full leadership and direction to Retail Customer Service Quality Assurance Team.

Job Responsibilities

• Reports to Quality Assurance & Control, Process Excellence Team Manager
• Support Contact Center agent and management by implementing recommendations concerning changes, improvements, and enhancements
• Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
• Apply knowledge of how business teams interact with others in accomplishing Customer Service goals and assist with identifying policy gaps and formulating policies
• Develop and prepare reports and records relating to quality and risk control
• Design and analyze moderately complex reports to satisfy management requirements
• Write specifications for new report programs, spreadsheets and other devices to produce reports
• Motivate and engage Officers to deliver quality customer service standards
• Communicate performance and behavioral expectations to individual team members and provide ongoing feedback against performance goals.
• Coach, train and develop team members to effectively align team capabilities with current and future business needs.
• Communicate links between reward, performance and behaviors and drive team motivation through recognition and reward.
• Identify individual talent and retain within the business by identifying career development opportunities and learning experiences.
• Proactively manage manpower staffing and resources to minimize any adverse impact to the business and ensuring compliance with Citibank policies and procedures.
• Evaluate team’s performance and make recommendations for pay increases, promotions, terminations, hiring etc.
• Develop employees and their skill sets to expand each team’s capabilities and provide growth opportunities
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Achieve team performance excellence to ensure high quality and productivity
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding UOB, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Job Requirements:

• Bachelor's/University degree or equivalent experience
• 3-5 years of relevant experience • Intermediate to senior level experience in a related role with commensurate people management experience • Call Center management experience, preferred • Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred • Proficient project management skills • Effective written and verbal communication and presentation skills • Influencing and relationship management skills

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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