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
Role Overview:
The Unit Head will lead a specialized team within the Contact Center focused on managing fraud and scam-related cases reported by customers through dedicated hotlines and other communication channels.
This role is critical in ensuring timely and effective resolution of fraud/scam incidents while maintaining compliance with internal standards and regulatory requirements.
- Team Leadership & Case Management: Oversee the Contact Center Fraud and Scam team, ensuring specialists are equipped to handle customer-reported fraud and scam cases efficiently across all designated channels.
- Service Delivery & Follow-Up: Ensure timely follow-ups and resolution of fraud/scam cases by coordinating with internal departments and external stakeholders, adhering to established service turnaround times.
- Escalation Handling: Facilitate prompt acknowledgment and resolution of escalated cases by relevant business units, ensuring customer concerns are addressed within agreed timelines.
- Compliance Monitoring: Monitor adherence to policies, procedures, and regulatory guidelines across business and servicing units, escalating issues to senior management as necessary.
- Process Improvement & Collaboration: Partner with business and servicing units to identify gaps and recommend enhancements to fraud/scam-related processes, driving continuous improvement initiatives within the Contact Center.
- Market Intelligence & Risk Awareness: Stay informed on emerging fraud trends and tactics, regularly reviewing and updating internal processes to mitigate risks.
- Risk Detection & Guidance: Provide guidance to the team in identifying suspicious account activities and transactions that may pose risks to the bank or its customers.
- Reporting & Performance Monitoring: Review and analyze daily, weekly, and monthly reports on scam cases, working closely with relevant units to meet Service Level Agreement (SLA) targets.
- Escalation Case Coordination: Manage high-priority cases with urgency and care, ensuring effective coordination with business and servicing units for swift resolution.
Job Requirements
- Leadership Experience: Minimum of 3 years in a team management role, with direct experience handling fraud and scam-related cases.
- Banking Knowledge: Strong understanding of banking operations, products, and systems.
- Communication Skills: Excellent written and verbal communication skills in English, with the ability to influence and engage stakeholders effectively.
- Customer Interaction & Interpersonal Skills: Demonstrates outstanding telephone etiquette, active listening, and interpersonal skills. Capable of working independently and collaboratively within a team environment.
- Customer-Centric Mindset: Committed to delivering exceptional customer service, with strong problem-solving abilities and professionalism in representing the Bank.
- Analytical Thinking & Decision-Making: Able to quickly comprehend complex information and make sound decisions under pressure in challenging situations.
- Attention to Detail: Maintains a high level of accuracy and thoroughness in all aspects of work.
- Resilience & Adaptability: Performs effectively in high-pressure environments, demonstrating a proactive attitude and openness to change.
- Initiative & Leadership: Self-motivated with a strong sense of ownership and proven leadership capabilities.
Additional Requirements
University-Bachelor - Business Administration/Management
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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