Quality Assurance and Service Control Team Leader Senior Manager
Ngân hàng TNHH một thành viên United Overseas Bank (Việt Nam)
Địa điểm làm việc: Hồ Chí Minh, Thừa Thiên Huế
Hết hạn: 25/06/2023
- Chi tiết công việc
- Giới thiệu công ty
Vị trí công việc này hiện tại đã hết hạn nộp hồ sơ, bạn có thể tham khảo thêm một số công việc liên quan phía dưới
Mô tả công việc
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
- Reports to Customer Service Head.
- Responsible for ensuring adherence to Local regulation; UOB's policies and guidelines in Customer Service activities including COB, regulation and compliance review on timely manner.
- Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching, and responding to compliance related inquiries across all product lines
- Responsible for review risk and control assessment as well as response to audit findings and conduct corrective actions.
- Manage service quality of contact center team by providing criteria & reports, cooperating with stakeholders to develop tools and system support for daily activities of agents.
- Resolve issues that include uncommon and complex situations with significant organizational impact
- Evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc.
- Develop leaders by providing guidance and mentorship in conjunction with succession planning
- Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities
- Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
- Drive organizational change through innovation and process improvement, eliminating friction points for team
- Achieve team performance excellence to ensure high quality and high volume productivity
- Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the bank's reputation and safeguarding, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
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
- Reports to Customer Service Head.
- Responsible for ensuring adherence to Local regulation; UOB's policies and guidelines in Customer Service activities including COB, regulation and compliance review on timely manner.
- Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching, and responding to compliance related inquiries across all product lines
- Responsible for review risk and control assessment as well as response to audit findings and conduct corrective actions.
- Manage service quality of contact center team by providing criteria & reports, cooperating with stakeholders to develop tools and system support for daily activities of agents.
- Resolve issues that include uncommon and complex situations with significant organizational impact
- Evaluate team's performance and make recommendations for pay increases, promotions, terminations, hiring etc.
- Develop leaders by providing guidance and mentorship in conjunction with succession planning
- Develop employees and their skill sets to expand each team's capabilities and provide growth opportunities
- Review procedures on timely manner and recommend new work procedures and contribute to the development of new customer service techniques, models and plans
- Drive organizational change through innovation and process improvement, eliminating friction points for team
- Achieve team performance excellence to ensure high quality and high volume productivity
- Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the bank's reputation and safeguarding, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Yêu cầu
Job Requirements
- 5-8 years of relevant experience
- Intermediate to senior level experience in a related role with commensurate people management experience
- Contact Center management experience, preferred
- Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
- Proficient project management skills
- Effective written and verbal communication and presentation skills
- Influencing and relationship management skills
Apply now and make a difference.
We will review carefully your application and be in touch if your profile is shortlisted.
- 5-8 years of relevant experience
- Intermediate to senior level experience in a related role with commensurate people management experience
- Contact Center management experience, preferred
- Proficient knowledge of basic bank products such as deposit accounts, credit cards, time deposits, preferred
- Proficient project management skills
- Effective written and verbal communication and presentation skills
- Influencing and relationship management skills
Apply now and make a difference.
We will review carefully your application and be in touch if your profile is shortlisted.
Quyền lợi
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.
Healthcare Insurance Policy; Annual Health Check-Up Program
Staff Housing Loan Policy (Mortgage); Tenure Policy (Long-service award); Annual Paid Leave, etc.
Thông tin khác
Ngày Đăng Tuyển
26/05/2023
Cấp Bậc
Trưởng phòng
Ngành Nghề
Bảo hiểm, Ngân hàng, Tài chính/Đầu tư
Kỹ Năng
Quality Operations, Quality Assurance, Quality Control, Quality Control Principles, Banking Operation Control
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
26/05/2023
Cấp Bậc
Trưởng phòng
Ngành Nghề
Bảo hiểm, Ngân hàng, Tài chính/Đầu tư
Kỹ Năng
Quality Operations, Quality Assurance, Quality Control, Quality Control Principles, Banking Operation Control
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
Thông tin chung
- Ngày hết hạn: 25/06/2023
- Thu nhập: Thỏa thuận
Giới thiệu công ty
Xem trang công ty
United Overseas Bank (UOB) là một trong những ngân hàng lớn nhất Singapore và hoạt động ở nhiều nước Đông Nam Á bao gồm cả Việt Nam. Với hơn 80 năm kinh nghiệm trong ngành ngân hàng và sự hiện diện mạnh mẽ trên thị trường, UOB đã trở thành một trong những đối tác tài chính tin cậy của các doanh nghiệp và cá nhân.
Quy mô công ty
Từ 1000 - 5000 nhân viên
Việc làm tương tự
Công ty cổ phần Công nghệ Sapo
6 Triệu -13 Triệu VND + % Hoa hồng + Thưởng
08/10/2024
Hà Nội, Hồ Chí Minh, Hải Phòng, Bình Dương, Nghệ An
Công Ty Tnhh Thương Mại Dịch Vụ Web Ideas
9 triệu - 25 triệu VND
02/10/2024
Hồ Chí Minh
CÔNG TY TNHH MTV SX - TM - DV MÔI TRƯỜNG Á CHÂU
Thỏa thuận
31/10/2024
Thừa Thiên Huế
Công ty Cổ Phần Giao Dịch Hàng Hóa Gia Cát Lợi
15.000.000vnđ - 20.000.000vnđ
11/10/2024
Hà Nội, Hồ Chí Minh, Bình Dương
Công Ty TNHH Một Thành Viên An Phát Cường Thịnh
7 - 12 Triệu VND
17/10/2024
Hồ Chí Minh
Công Ty TNHH Một Thành Viên An Phát Cường Thịnh
7 - 12 Triệu VND
03/10/2024
Hồ Chí Minh
hỗ trợ doanh nghiệp
Giải thưởng
của chúng tôi
Top 3
Nền tảng số tiêu biểu của Bộ
TT&TT 2022.
Top 15
Startup Việt xuất sắc 2019 do VNExpress tổ chức.
Top 10
Doanh nghiệp khởi nghiệp sáng tạo Việt Nam - Hội đồng tư vấn kinh doanh ASEAN bình chọn.
Giải Đồng
Sản phẩm công nghệ số Make In Viet Nam 2023.