Executive Director, Head of Customer Service Excellence, Group Retail

Responsibilities

• Lead Strategic Transformation
• Define and execute the strategic direction for customer service transformation in Singapore, strengthening service governance, complaint management, and operational excellence to deliver superior customer experiences.
• Champion Service Governance & Journey Mapping
• Manage Customer Feedback & Escalations
• Oversee end-to-end management of customer feedback and escalations, including regulatory and CEO-level cases. Ensure timely resolution, fair outcomes, and systemic fixes to prevent recurrence.
• Engage with Regulators
• Act as the primary liaison with regulatory bodies on customer service matters. Ensure compliance with regulatory requirements, manage audits and inquiries, and proactively address emerging regulatory expectations to safeguard the bank's reputation.
• Enable Data-Driven Decision Making
• Build and implement performance dashboards and analytics frameworks to monitor service KPIs, identify pain points, and inform decision-making across functions.

Requirements

• Proven track record in leading large-scale transformation initiatives within financial services or similar industries.
• Strong expertise in customer experience strategy , service governance, and complaint management.
• Exceptional stakeholder management skills with the ability to influence across business, operations, and technology teams.
• Analytical mindset with the ability to leverage data for continuous improvement.
• Additional Requirements
• Be a Part of the UOB Family
• Apply now and make a Difference

Benefits

Additional Information

Company: 1011 United Overseas Bank Ltd 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 We are seeking a visionary leader to spearhead the strategic transformation of customer service for UOB's Retail Banking business in Singapore and across the region. This role is pivotal in driving service innovation, operational excellence, and customer-centricity through technology, governance, and process redesign.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at uobgroup? Share your experience