Manager, Callback, Cash Management Operations Centre, Group Technology & Ops

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, guided by our values – Honorable, Enterprising, United, and Committed.

Group Technology and Operations (GTO) provides software and system development, information technology support services, and banking operations.

We have centralized and standardized the technology components into Singapore, creating a global footprint to support our regional subsidiaries and branches around the world. We operate and support 19 countries with this architecture to provide a secure and flexible banking infrastructure.

Responsibilities:

• Support client(s) on day-to-day Cash Management queries via phone or email.
• Record all call information in accordance with Standard Operating Procedures.
• Work closely with various stakeholders to ensure client's requests are fulfilled.
• Ensure timely and accurate delivery of reporting and monitoring of department KPIs.
• Identify, escalate, and manage client issues, if any.
• Provide excellent customer service to all clients.
• Perform service recovery and manage customer's expectations.
• Provide coaching and relevant guidelines to team/junior staff on daily operations.
• Complete any ad-hoc tasks assigned.

Requirements:

• Great customer service skills on Cash Management Products.
• Good understanding of Cash Management Products or Processes.
• Able to work independently with excellent verbal and email-writing skills.
• Able to interact effectively with internal and external parties at all levels.
• Ability to analyze and solve issues that arise during work.
• At least one year of experience in Cash Management Services.
• Able to converse well in Mandarin and Cantonese to support the Hong Kong Segment.

UOB is an equal opportunity employer. UOB does not discriminate based on 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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