VP, Group Customer Advocacy
UOB · Central Region (City Area)
Full-timeonsiteleadCustomerCustomer Service
รายละเอียดงาน / Description
Based in Singapore, this role sits within the CEO Office to champion fair dealing and customer-centric practices across the bank's regional network. The appointee will deliver independent governance, analyze customer feedback trends, and recommend improvements to products and processes. Working with key business units, you will challenge existing norms and monitor risks to safeguard customer interests.
หน้าที่ความรับผิดชอบ / Responsibilities
- Oversee fair dealing standards and independent evaluation of customer risks across local and regional operations.
- Evaluate banking products, policies, communications, and customer journeys to ensure fair outcomes.
- Examine customer complaints, survey metrics, and feedback channels to detect systemic root causes.
- Create executive dashboards, reports, and presentations detailing customer trends and remediation status.
- Collaborate with internal business and risk units to execute customer experience enhancements.
- Foster customer-first principles through advocacy frameworks, stakeholder guidance, and specialized training programs.
คุณสมบัติ / Qualifications
- Extensive professional experience in customer advocacy, customer experience, risk governance, or compliance within banking.
- Strong analytical proficiency in evaluating complaint data, NPS metrics, and operational performance indicators.
- Demonstrated capability to offer constructive challenge and influence cross-functional senior leadership.
- Comprehensive knowledge of banking regulations, conduct risk, and fair dealing principles.
- Excellent communication, presentation, and stakeholder management skills.
ทักษะที่ต้องการ / Required skills
- Customer Advocacy
- Fair Dealing
- Root Cause Analysis
- Customer Experience
- Governance
- Risk Management
- Data Analytics
- Stakeholder Engagement