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VP2, Head of Channel Ops-Retail Ops

United Overseas BankKuala Lumpur, Wilayah Persekutuan

30+ days ago

Job description

Posting Date : 27 May 2025 Location :

Kuala Lumpur, Wilayah Persekutuan, 59200

Company : UOB Innovation Hub 2 Sdn. Bhd.

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of around 500 offices in 19 countries and territories in Asia Pacific, Europe and North America. UOB's purpose is to build the future of ASEAN. Our purpose guides The UOB Way – that defines our unique culture and belief system, anchored on our values of being Honourable, Enterprising, United and Committed, and our people philosophy of Care, Growth and Trust.

About the Department

UOB Innovation Hub 2 (InnoHub2) is a UOB-wholly owned subsidiary and a Centre of Excellence based in Malaysia, providing Group Business Services (GBS) to support the UOB Group. Started in 2021 with technology application design, development and support, InnoHub2 is expanding beyond technology services to deliver other business services to support the Bank’s growth ambition. We are looking for talented and motivated individuals to be part of the pioneer team spearheading the development and delivery of the new services.

As part of the InnoHub2 team, you will have the opportunity to work on Group initiatives and gain regional business exposure. We are dynamic, passionate and purposeful about delivering trusted financial solutions that enables business growth. An exciting career progression with varied opportunities awaits you at IH2. Come grow your career with us.

Job Responsibilities

The role is responsible for planning and managing resources effectively to meet daily operations requirements, monitoring of operations performance to ensure the team meeting SLA at all times and maintaining a high standard of operations control and compliance within the division. He / She will lead and manage the Channel Operations Centre team and related stakeholders, including counterparts in Singapore.

Lead the COC team
Lead and responsible for day-to-day operations to ensure SLAs and all deliverables are met
Streamline processes to reduce operating cost and turnaround time without compromising quality and risk.
Conduct internal reviews / tests to ensure compliance
Assist with data analysis, report findings, recommend corrective actions and preventive actions for review.
Proactively manage and resolve customers’ and business units’ feedback and queries promptly
Drive operations related projects & process improvements
Lead and coach staff to a high standard of performance, productivity and service quality
Ensure that the Bank’s policies, guidelines, operations control and compliance requirements are strictly adhered to;
Ensure that operation procedures are kept up to-date;
Identify opportunities to improve productivity, efficiency and service quality in the team and within the division while assuming the role as a mentor to coach staff to ensure high standard of performance, productivity and service quality

Job Requirements

Bachelor’s degree

At least 10 years of retail banking operations, especially in Account Maintenance (account opening and customer / account maintenance), Financial Payment, Customer Claims from Self-Service Machines and Cheque Processing

At least 10 years of team management experience with a minimum size of 20

Able to multi-task and cope with change and diversity in a fast-paced environment

Experience in change management projects, including successful RPA and automation implementations.

Strong organizational and management skills with strong leadership qualities

Strong analytical and problem-solving skills

Strong interpersonal and communication skills with excellent verbal / written communication and interpersonal skills

Ability to think objectively and 'think outside the box' when analyzing issues

Ability to work under pressure

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Head Channel Ops Ops • Kuala Lumpur, Wilayah Persekutuan