First VP, Client Experience Manager, Private Bank | Singapore, SG

First VP, Client Experience Manager, Private Bank

Posting Date: 25 Mar 2025
Location: Singapore (City Area), Singapore, SG, 048624
Company: United Overseas Bank Ltd

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.

About the Department
UOB Private Bank is dedicated to managing the wealth of high-net-worth individuals with investment assets of $5million and above. We provide tailored products and solutions that draw on the Group's comprehensive suite of personal, business and investment services.

Job Responsibilities
A Client Experience specialist responsible for improving client touch points and driving business improvement projects to improve efficiency of processes to benefit direct Private Bank clients and internal clients.

1. Drive client / business / process / organizational improvement projects and processes through consulting mindset, ensuring solid framing of projects and impactful & quality delivery.
2. Derive viable solutions through deep-dive analysis, problem solving, process/organization re-engineering, target operating model design etc.
3. Present findings, client pain points, recommendations and project status to sponsors and projects' stakeholders.
4. Investigate client issues that arise and establish relationships with other internal stakeholders to address and improve service level standards.
5. Track and report the number of client issues, determine patterns in escalated issues or complaints to define mitigation strategies or changes to processes.
6. Establish protocols to resolve client issues promptly without compromising quality.

Job Requirements

1. Minimum Degree holder with more than 12 years of total experience in Business Project Management, Transformation Program or Client Experience, with minimum 7 years in banking and finance, preferably in Private Banking.
2. Ability to navigate organizational complexities with courage, transparency and resilience.
3. Ability to go into operational details, yet create a high level view for senior management.
4. Focus on business impact and client satisfaction through solid delivery of projects.
5. Strong planning, organization and stakeholder management skills, good communication, problem solving and analytical skills.

Technical Skills

1. Business Process Re-Engineering
2. Technology Application
3. Service Challenges
4. Stakeholder Management
5. Partnership Management
6. Continuous Improvement Management
7. Quality Standards

Generic Skills

1. Service Orientation
2. Communication
3. Problem Solving
4. Interpersonal Skills
5. Teamwork

Be a part of 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.

Apply now and make a difference.