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 Delivery Lead is responsible for the hands-on execution of service excellence initiatives across multiple markets. This role focuses on operational deliverytranslating strategy into action by leading targeted projects, optimizing processes, and ensuring the adoption of new tools and workflows at the frontline. The Delivery Lead partners closely with country teams to resolve real-world challenges, embed sustainable improvements, and drive measurable results in customer experience and operational performance.
Responsibilities
Project Delivery & Execution
- Lead the implementation of targeted service improvement projects, ensuring alignment with regional strategy and timely, measurable outcomes.
- Coordinate with country teams to manage project milestones, resolve operational issues, and ensure on-the-ground execution.
Operational Analytics & Insights
- Analyze operational data (e.g., CSAT, NPS, FCR, AHT) to identify performance gaps and root causes at the process and frontline level.
- Translate insights into prioritized, actionable recommendations and support teams in executing improvement actions.
Process Optimization
- Map, assess, and redesign service delivery workflows to eliminate inefficiencies and standardize best practices across markets.
- Facilitate cross-country workshops to share workflow enhancements and embed operational excellence.
Frontline Enablement & Change Adoption
- Lead training sessions and provide hands-on support to ensure successful rollout and sustained use of new tools and processes.
- Engage stakeholders at all levels to secure buy-in, address feedback, and maintain alignment throughout implementation.
Knowledge Transfer & Scalability
- Document lessons learned, frameworks, and case studies from project delivery.
- Develop and distribute toolkits, playbooks, and templates to enable consistent and scalable execution of service excellence initiatives across the region.
Requirements
- Minimum 710 years of progressive experience in service delivery, operational excellence, or project management, with a strong track record of hands-on project execution and process improvement, preferably within the financial services or contact center industry.
- Demonstrated ability to deliver complex, cross-functional projects and implement operational changes at scale.
- Advanced analytical skills with experience extracting actionable insights from operational data and service metrics.
- Background in process mapping, workflow optimization, or human-centered design.
- Lean Six Sigma or similar process improvement certification.
- Experience with digital transformation, automation, or AI tool deployment at the operational level.
- Exposure to contact center operations or direct collaboration with frontline teams.
- Strong proficiency in Microsoft Excel for data analysis and PowerPoint for developing training and communication materials.
- Excellent communication skills, both written and verbal, with the ability to train and influence frontline and mid-level stakeholders.
- Proven ability to drive adoption of new tools and processes through structured training and stakeholder engagement.
- Experience working in fast-paced, multi-country environments and resolving operational challenges in real time.
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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