AVP, Service Excellence Program Manager (Contact Centre) (1-Year Direct Contract)
Posted 3 days ago by United Overseas Bank
Negotiable
Undetermined
Undetermined
Singapore
Summary: The Service Excellence Program Manager at UOB is tasked with implementing service excellence strategies across various markets in the financial sector. This role focuses on ensuring high-quality customer service, operational efficiency, and digital transformation while adhering to industry regulations. The position requires strong program management skills and the ability to lead cross-functional teams to enhance service delivery. The ideal candidate will have extensive experience in program management within the financial industry.
Key Responsibilities:
- Translate regional service excellence strategies into structured, multi-country programs with clear milestones, timelines, and measurable outcomes.
- Establish and maintain governance frameworks to monitor progress, manage risks, and ensure accountability across all operations.
- Track and analyze key service metrics (e.g., NPS, FCR, Complaints, Call Quality) across countries to identify trends, gaps, and improvement opportunities.
- Develop executive dashboards and performance reports to inform strategic decisions and drive data-led improvements.
- Lead and coordinate service improvement initiatives involving operations, training, digital, compliance, and customer experience teams.
- Ensure timely delivery of projects with measurable impact on service quality, customer satisfaction, and operational efficiency.
- Partner with IT and digital teams to deploy and scale tools such as Bring Your Own Bot (BYOB) and Generative AI-powered assistants, enhancing productivity and customer experience.
- Identify and implement automation opportunities across customer journeys and service processes to reduce handling time and improve resolution rates, while ensuring compliance with financial industry regulations.
- Act as a central liaison between regional leadership, country teams, and support functions to ensure strategic alignment and operational consistency.
- Facilitate regular engagement forums, feedback loops, and communication channels to drive collaboration and transparency.
- Support the design and rollout of training programs focused on service mindset, regulatory compliance, skills, and digital tools.
- Document and disseminate best practices, success stories, and scalable frameworks to uplift service standards across all markets.
Key Skills:
- At least 7 years of relevant experience in program management and service excellence within the financial industry, including demonstrated expertise in process improvement design and implementation.
- Background in human-centered design for service or process improvement.
- Lean Six Sigma or similar process improvement certification.
- Familiarity with digital transformation, automation, or AI tool deployment in regulated environments.
- Exposure to contact center operations or collaboration with contact center teams.
- Advanced data analysis skills, with strong proficiency in Microsoft Excel.
- Excellent communication skills, both written and verbal.
- Proficiency in creating and delivering presentations using Microsoft PowerPoint.
- Outstanding stakeholder management and cross-functional leadership abilities.
- In-depth knowledge of financial industry regulations and compliance.
- Ability to perform in a fast-paced, multi-market environment.
Salary (Rate): undetermined
City: Singapore
Country: Singapore
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Finance
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. 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.
Job Description
The Service Excellence Program Manager is responsible for driving the execution of service excellence strategies across multiple markets in the financial sector. This role ensures consistent delivery of high-quality customer service, operational efficiency, and digital transformation, while maintaining compliance with industry regulations and standards.
Responsibilities:
Program Execution & Governance
- Translate regional service excellence strategies into structured, multi-country programs with clear milestones, timelines, and measurable outcomes.
- Establish and maintain governance frameworks to monitor progress, manage risks, and ensure accountability across all operations.
- Track and analyze key service metrics (e.g., NPS, FCR, Complaints, Call Quality) across countries to identify trends, gaps, and improvement opportunities.
- Develop executive dashboards and performance reports to inform strategic decisions and drive data-led improvements.
- Lead and coordinate service improvement initiatives involving operations, training, digital, compliance, and customer experience teams.
- Ensure timely delivery of projects with measurable impact on service quality, customer satisfaction, and operational efficiency.
- Partner with IT and digital teams to deploy and scale tools such as Bring Your Own Bot (BYOB) and Generative AI-powered assistants, enhancing productivity and customer experience.
- Identify and implement automation opportunities across customer journeys and service processes to reduce handling time and improve resolution rates, while ensuring compliance with financial industry regulations.
- Act as a central liaison between regional leadership, country teams, and support functions to ensure strategic alignment and operational consistency.
- Facilitate regular engagement forums, feedback loops, and communication channels to drive collaboration and transparency.
- Support the design and rollout of training programs focused on service mindset, regulatory compliance, skills, and digital tools.
- Document and disseminate best practices, success stories, and scalable frameworks to uplift service standards across all markets.
- At least 7 years of relevant experience in program management and service excellence within the financial industry, including demonstrated expertise in process improvement design and implementation.
- Background in human-centered design for service or process improvement.
- Lean Six Sigma or similar process improvement certification.
- Familiarity with digital transformation, automation, or AI tool deployment in regulated environments.
- Exposure to contact center operations or collaboration with contact center teams.
- Advanced data analysis skills, with strong proficiency in Microsoft Excel.
- Excellent communication skills, both written and verbal.
- Proficiency in creating and delivering presentations using Microsoft PowerPoint.
- Outstanding stakeholder management and cross-functional leadership abilities.
- In-depth knowledge of financial industry regulations and compliance.
- Ability to perform in a fast-paced, multi-market environmen
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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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