Manager, Escalation, Contact Center

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

Job Responsibilities:

• Review and assess escalations from Inbound Department to identify, liaise and resolve customer issues completely and promptly.

• Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation is maintained.
• Liaise with other business owners for acknowledgement, follow-up on actions/feedback requested by customers through Inbound Customer Service Departments and contacts customers to resolve requests/feedback promptly within the established service turnaround time.
• Ensure respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
• Monitor BU/SU’s adherence to rules, regulations and procedures and escalate to respective senior management (when required).
• Handle complaints and ensure all callbacks to address customers’ issues are completed within the timeline promised to or requested by customer.
• Work with BU/SU or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of contact centre processes.

Requirements

• Bachelor Degree or Diploma with min 4 yrs of working experience in Contact Center, ideally managing escalation or L2 support
• Good communication skills
• Open to 24/7 shift hours, weekends, PH when rostered

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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