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 Wholesale Bank function operates a dynamic business model that provides financial services and solutions to help our clients achieve their strategic business objectives. Our mission is to become the premier-provider of banking services and solutions for Asia-based commercial banking companies (small medium enterprises), large corporations, financial institutions as well as multinational corporations. Our coverage teams work in full alignment with specialised teams across Transaction Banking, Investment Banking, Global Markets and Group Retail to deliver seamless solutions to our clients.
Role Overview
The Service Quality Manager will lead strategic initiatives to enhance the customer experience by delivering simpler, faster, and differentiated services across all touchpoints within Group Wholesale Banking (GWB). This role is accountable for ensuring that service standards consistently meet or exceed industry benchmarks, driving improvements in customer satisfaction and Net Promoter Score (NPS). The position requires strong management oversight, proactive stakeholder engagement, and effective decision-making to embed a culture of service excellence and operational efficiency across the organisation.
Key Responsibilities
Client Experience & Service Standards
- Drive the implementation and continuous improvement of client experience programmes to uphold high service standards, exceed customer expectations, and ensure regulatory compliance.
- Champion service awareness and foster a culture of service excellence across the organisation.
- Ensure a consistent and seamless customer experience across all Group Wholesale Banking channels.
- Define service quality standards, monitor performance, gather customer feedback, and implement targeted improvements.
- Feedback Analysis & Service Enhancement
- Ensure that identified issue owners establish preventive measures and provide clear implementation or completion dates for all substantiated complaints
- Ensure the timely receipt and review of reports from the Service Quality Analyst, verifying that corrective actions are completed in accordance with Service Level Agreements (SLAs) and governance standards
- Conduct in-depth analysis of feedback, Net Promoter Score (NPS) results, complaints, and reviews to identify recurring patterns, thematic issues, and service gaps, and drive targeted initiatives that deliver measurable improvements to the overall client experience.
Quality Assurance & Compliance
- Establish, maintain, and enhance Quality Assurance (QA) practices to ensure robust and consistent service delivery.
- Conduct regular QA testing to validate adherence to established service standards.
- Embed service quality requirements within each segment, product, and system lifecycle.
- Align service-related processes with internal controls and regulatory requirements, including determining and reviewing the substantiation of complaints.
Process Optimisation & Innovation
- Benchmark service performance against industry best practices and implement enhancements proactively.
- Lead process optimisation initiatives and adopt forward-thinking approaches to drive sustainable improvements beyond the resolution of current service lapses.
- Promote a culture of continuous improvement and innovation across all customer touchpoints.
- Track progress and confirm that preventive measures are completed promptly and accurately recorded by the respective action owners.
Capability Building & Training
- Collaborate with the GWB Academy and other stakeholders to develop and deliver training programmes on service quality standards, frameworks, and tools.
- Build and strengthen Quality Assurance capabilities across GWB business units
Governance & Reporting
- Provide regular and timely service quality reports to stakeholders, including the Fair Dealing Committee (FDC), and support MAS CRAFT reporting requirements.
- Track and resolve issues through structured governance processes and documentation, ensuring readiness for future reviews by regulators, auditors, and relevant committees.
- Own and regularly update the GWB SQM Standard Operating Manual (SOP) to reflect strategic changes, current business metrics, service standards, escalation processes, and regulatory requirements.
- Influence senior stakeholders to prioritise service quality in strategic decision-making.
- Escalate systemic or high-impact issues to senior leadership and relevant governance committees for strategic oversight and resolution.
Qualifications
- Strong background in service quality management, customer experience, or process optimisation within a wholesale banking environment.
- Minimum of 810 years experience in roles related to service quality, customer experience, process optimisation, or project management.
- Sound knowledge of regulatory requirements, including the Financial Advisers Act and Guidelines on Fair Dealing.
- Excellent communication, analytical, stakeholder management, and leadership skills.
- Demonstrated ability to drive innovation and continuous improvement.
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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