Retail Customer Service Project Management Officer (Outsourcing)

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, Thailand, and Vietnam, 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.
About the Department
The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.
Job Responsibilities
• Report to Customer Service Project Manager.
• Ensure new functionalities/system releases are live with successful testing in UAT environment and all required approval, monitor the result and identify needed modifications and improvements.
• Continuously gather all customers’ feedback on system, communications and service, periodically review IVR flow and cooperate with another department on new initiatives and projects to improve customer experiences.
• Be responsible for working with technical partners in raising/ testing/ fixing incidents for contact center systems, ensure all systems are working as expected all the time.
• Implement and monitor all required remote facilities to ensure that team can work as usual under any critical scenarios (such as Continuity of Business).
• Drive Operational Efficiency via digital solutions in the contact center as well as process simplification projects to achieve the digital goals and call volume offload goals.
• Provide regular reports to project manager and key stakeholders.
• Design and analyze moderately complex reports to satisfy management requirements.
• Perform training on system design and behavior.
• Provide basic assistance within a specific section of Customer Service function.
• Develop and maintain working industry knowledge of industry practices and standards.

Annual Salary Review & Performance Bonus
,#Healthcare Insurance Policy; Annual Health Check-Up Program
,#Staff Housing Loan Policy (Mortgage); Tenure Policy (Long-service award); Annual Paid Leave, etc.

Customer Feedback Analysis, Effective Communication, System Testing, Report design and analysis, Operational efficiency