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 Purpose
This role is responsible for driving visibility and accountability over service performance and issue management across Group Retail. The incumbent plays a central role in tracking service KPIs, reporting performance to senior stakeholders, identifying root causes of aging requests, and generating insights to support service recovery and continuous improvement efforts.
Key Responsibilities
Dashboard & Reporting
- Monitor Retail service performance indicators and turnaround metrics
- Maintain service dashboards to enable real-time tracking and management visibility
- Provide regular reporting to senior management and regulators on service KPIs and issue backlog
- Ensure timely submission of regulatory performance reports and dashboards
Issue Analysis & Remediation Tracking
- Track and manage aging customer requests and complaints across key service processes
- Conduct root cause analysis and partner with relevant business units to address systemic issues
- Identify trends, process bottlenecks, and data patterns to inform continuous improvement
- Monitor the progress of remediation initiatives and escalate where needed
Cross-functional Collaboration
- Liaise with product, operations, and service teams to gather insights and validate findings
- Support governance forums with data-driven insights and actionable reporting
- Champion a culture of transparency and service accountability across Retail teams
Key Requirements
- Bachelor's degree in Business, Operations, Analytics or equivalent.
- 7+ years experience in complaint management, service performance monitoring, root cause analysis, or operational governance.
- Strong proficiency in Excel, PowerPoint, and data visualisation tools (e.g. Power BI, Tableau; Python an advantage).
- Ability to leverage AI‑enabled analytics and productivity tools to accelerate data analysis, identify trends and root causes, and enhance insight generation and reporting quality.
- Strong analytical skills with the ability to translate data into clear, executive‑ready insights and narratives.
- Proven stakeholder management skills and experience driving measurable service and operational improvements.
- High attention to detail, sound judgement, and a proactive, continuous‑improvement mindset.
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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