Team Lead - Card Member Services, Card Ops

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. We are guided by our values – Honorable, Enterprising, United and Committed – and strive to do what is right, build for the future, work as one team and pursue long-term success.

Job Description

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.

The Role

The role is responsible for planning and managing resources effectively to meet daily operations requirements, monitoring operations performance to ensure the team meets SLA at all times, and maintaining a high standard of operations control and compliance within the division. You will work closely with the respective Team Managers in Card Member Services Department to refresh SOPs, identify and assess risks, and develop effective risk-mitigating measures.

Responsibilities

• Supervise and ensure the smooth running of Card Fulfilment functions within the bank, including card cancellation, replacement, GIRO applications, and Card Statement Retrieval.
• Oversee Card Delivery processes (e.g., card embossment, card PIN scheduling, etc.).
• Vendor Management : plan and manage capacity to support changing business demand; streamline processes to reduce operating costs and turnaround time while maintaining quality and risk controls.
• Conduct internal reviews / tests to ensure compliance; assist with data analysis, report findings, and recommend corrective and preventive actions.
• Lead, engage, and coach staff to a high standard of performance, productivity, and service quality.
• Proactively manage and resolve customer and business unit feedback and queries promptly.
• Drive operations-related projects and process improvements.
• Ensure adherence to the Bank’s policies, guidelines, operations control, and compliance requirements.
• Keep operation procedures up-to-date; identify opportunities to improve productivity, efficiency, and service quality; mentor staff to maintain high performance standards.

Job Requirements

Additional Requirements and Qualifications as applicable to the role will be communicated during the interview process. UOB is an equal opportunity employer. UOB does not discriminate on the basis of age, race, gender, color, religion, sexual orientation, disability, or other non-merit factors. All employment decisions 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.

EEO Statement UOB is an equal opportunity employer. All employment decisions are based on business needs, job requirements and qualifications.

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