Service Assurance Lead

UOB United Overseas Bank Limited

Not specified
Process reengineering initiatives
Complaint monitoring framework management
Retail banking product knowledge
UOB United Overseas Bank Limited is seeking a Service Assurance Lead to enhance customer service quality across banking channels by optimizing processes and managing complaint resolution. The ideal candidate will have extensive experience in banking operations and a strong understanding of retail banking products, with a focus on customer experience and service assurance

Job Summary

  • The role is pivotal in identifying service gaps, driving operational improvements, and enhancing customer satisfaction in alignment with regulatory standards.
  • Candidates will lead diagnostic reviews of customer journeys across retail banking products to identify bottlenecks and propose reengineering solutions.
  • UOB offers an equal opportunity environment where employment decisions are based on business needs and qualifications without discrimination.

Matching Summary

Match Score: 85

UOB United Overseas Bank Limited is seeking a Service Assurance Lead to enhance customer service quality across banking channels by optimizing processes and managing complaint resolution. The ideal candidate will have extensive experience in banking operations and a strong understanding of retail banking products, with a focus on customer experience and service assurance.

Skills & Requirements

Must-have

  • Process reengineering initiatives
  • Complaint monitoring framework management
  • Retail banking product knowledge
  • Regulatory compliance adherence
  • Data analysis and dashboard creation

Nice-to-have

  • Customer-first mindset promotion
  • Stakeholder engagement capabilities
  • Change management facilitation
  • Automation and digitization support

Key Requirements

  • Minimum 5-8 years experience in banking operations or service assurance
  • Strong understanding of retail banking processes and regulatory requirements
  • Proficiency in data analysis and process mapping tools

Work Rights

Not specified

Tailored Resume

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