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Manager, Fraud Team, Contact Center
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 Team Manager (Fraud Team) The Fraud Team Manager is to lead, manage and direct the Customer Service Officers to ensure consistency in call handling quality and customer satisfaction. He/she will provide and drive performance and service excellence through Customer Service Officers to provide “one-stop” solutions to customers. Job responsibilities: A. Resolves CSO and customer issues Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction. Identifies the most appropriate course of action for problem resolution and effectively communicates plans to those impacted. Promotes a supportive environment in which employees are encouraged to solve problems and address customer issues. Provides management support to CSOs such as through the review and resolution of all transactions that are beyond the jurisdiction of the CSOs. Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time. Monitor Business Unit and Servicing Unit adherence to rules, regulations and procedures and escalate to respective senior management promptly. B. Conducts coaching sessions and motivate staff Provides on-the-job training and mentoring. Conducts coaching and performance appraisal sessions to identify opportunities and recognize positive and negative behaviors for coaching Monitors and documents team members’ performance results. Ensures the Bank’s core values are continually reinforced. Ensures that all team members have the necessary tools and information to excel in customer service. Identifies team and individual training needs and develops plans for immediate and long-term performance improvements. C. Participates in special projects / initiatives Takes part in special projects activities and provides necessary input and reports To review reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and to meet the Service Level Agreement goal. Handling of escalation cases with care and speed through coordination with Business Unit and Servicing Unit Requirements: A university degree holder in any discipline with minimum 5 years of relevant work experience of proven supervisory and team management experience. A strong customer service mindset with good communication, comprehension and problem solving skills. Resourceful, proactive, attentive to details, a good team player and ability to make decisions to resolve various issues. Possess strong interpersonal and leadership skills to effectively motivate and lead the team. Ability to work on staggered/rotational shifts including weekends and Public Holidays to support 24x7 Call Centre service operations Proficient in Microsoft Officer/Powerpoint/Excel applications. 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. Apply now and make a Difference Together, Let’s Build the Future of ASEAN We value our people and invest in them as we look to fulfil our purpose of building the future of ASEAN. We seek to create a collaborative and progressive environment for them to succeed in their careers for the long term. Explore career opportunities with us today. UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region. Career Site: UOB Career site
