SVP, Customer Care Management

Company: 1011 United Overseas Bank Ltd

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

We are seeking a dynamic, experienced, and customer-focused person to lead a team of Representatives responsible for managing and resolving customer complaints across Retail Banking products and services, including Fraud & Scam Cases, Financial Advisory (FAA) matters, AML-related Account Closures, Cards, Deposits, Loans, and Investments .

This leadership role combines people management and development, operational excellence, customer centricity and advocacy, and transformation . The successful candidate will drive service quality in complaint management, ensure regulatory compliance, and champion initiatives that enhance the overall customer experience. The Team Lead will play a critical role in balancing customer outcomes with risk management while fostering a culture of empathy, accountability, and continuous improvement.

In addition, the role will contribute to UOB's broader vision of transforming customer service through innovation, technology adoption, governance enhancements, and process redesign in Singapore.

Key Responsibilities

Management Reporting & Governance

- Provide regular updates to management committees and senior stakeholders on customer complaint trends, scam-related matters, customer outcomes, goodwill practices, and key improvement initiatives.
- Deliver insights and recommendations to support decision-making, strengthen governance, and enhance customer experience.

Customer Feedback, Complaint Management & Escalations

- Lead the end-to-end management of customer feedback, complaints, and escalations across Retail Banking products and services, including fraud and scam cases, FAA matters, AML-related account closures, cards, deposits, loans, and investments.
- Oversee the resolution of complex and high-profile cases, including regulatory complaints, CEO escalations, and FIDReC matters, ensuring timely, fair, and compliant outcomes.
- Drive root cause analysis and implement sustainable solutions using agentic AI to address recurring issues and improve customer journeys.
- Provide guidance and support to team members handling sensitive, reputational, or regulatory-risk cases.

Regulatory & Stakeholder Management

- Act as the primary liaison with regulators, FIDReC, and internal stakeholders on customer-service-related matters.
- Ensure compliance with regulatory requirements, internal policies, and complaint handling standards.
- Support audits, regulatory reviews, and inquiries, while proactively managing emerging risks and regulatory expectations.

Job Requirements:

- Bachelor’s degree in business, Finance, Banking, or a related discipline.
- Minimum 10-15 years of experience in customer service, complaint management, fraud/scam handling, banking operations, or customer advocacy within the financial services industry.
- Proven people leadership experience, with a track record of developing and motivating high-performing teams.
- Strong understanding of Retail Banking products and services, including deposits, cards, loans, investments, fraud/scam management, and AML-related processes.
- Sound knowledge of customer complaint management, regulatory requirements, and compensation/remediation frameworks.
- Strong analytical, problem-solving, decision-making, and stakeholder management skills.
- Excellent written and verbal communication skills, with the ability to manage sensitive customer situations confidently and professionally.

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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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