Key Responsibilities
This senior leadership position will lead both the change and run agenda of the UOB Contact Centre based in Thailand. You will provide leadership direction for Retail and Corporate Banking Contact Centre in Thailand. You will proactively improve the Contact Centre functional capabilities, efficiencies, team engagement and effectiveness, and lead transformation initiatives. You will be adaptable and possess excellent communication skills to be able to build and foster great working relationships with business and technology stakeholders alike and your team members.
You will also have a track record of ensuring operational excellence in customer service preferably in a leading financial institution. In addition, you will be a role model for UOB’s values and display personal and professional integrity and strong work ethics.
Contact Centre Leadership
- Generate insights and recommendations from Contact Centre data to drive changes to improve customer experience
- Be the voice of customers as a critical front-line channel to identify opportunities of improvement within the Contact Centre and with Business Unit partners
- Strategic design to create a future proofed contact centre to provide best in class customer experience and operational efficiency
- Implementation of key improvement and transformation initiatives as required
- Develop objectives for the contact centre’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources including but not limited to people and technology
- Monitor and improve voice and non-voice performance and associated procedures
- Evaluate performance with key performance indicators (KPIs) which include by are not limited to Service Levels, Net Promoter Score, and Complaints
- Ensure early identification and resolution of risks and issues impacting the Contact Centre.
- Embed a robust risk governance culture, strengthening the risk and control environment
- Collect and analyse call-centre statistics (costs, customer service metrics etc.)
- Prepare data led reports and generate key insights for stakeholders and senior leadership decision making
- Maintain responsibility of budgeting and tracking expenses
- Enhance branding of the Contact Centre through participation in industry wide awards
Develop Workforce Talent
- Mentor a team of senior Contact Centre leads in Thailand
- Build and maintain high performing teams
- Hire, coach and provide training to personnel to maintain high customer service standards
- Develop plans to acquire skills and necessary manpower resources for the continuous development of the team
- Develop programmes aimed at upskilling the Contact Centre workforce
Key Requirements
- Bachelor’s Degree in business/finance or equivalent
- Understanding of technology and operational processes on Contact Centre / Digital Service Centre
- Minimum 10 years of experience in banking or relevant industry
- Resourceful team player
- Familiar with change management processes and project management fundamentals
- Strategic forward-thinking approach to challenges with outstanding communications, influencing, negotiating and persuasion skills
- Passionate, diligent and resilient individual with ability to thrive in ambiguity
