MGR/AVP, Service Manager (Damansara Uptown)

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

Service related:

• Manage walk-in customer traffic and ensure efficient crowd control
• Supervise the overall customer journey and experience and ensure adherence to service standards
• Attend to customer queries and requests for banking products and services at first contact, with follow-through when necessary
• Promote and educate customers on digital banking adoption
• Handle PIB/TMRW related enquiries
• Support customers in navigating and resolving issues with digital banking tools.
• Escalate and investigate customer complaints, fraud, and dispute cases
• Drive branch service initiatives and campaigns to enhance service culture
• Conduct briefings and updates on service-related matter

Operations related:

• Customer Transactions & Support, e.g. instructions such as fund transfers, TT, RENTAS, and PDCR.
• Front Line Operations Management which includes authorization of Banking transactions
• Call Back confirmation
• Safe Deposit Box access and account Opening
• EWF Handling: PDCR, Off-site AO, Processing and FD maintenance

• Centre Up-keeping and Office inventory

• Billing & Payments
• Mail & Document Management: KIV files, parcel handling, archival arrangement

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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