VP of Digital Management - United Overseas Bank
Core
Executing strategic priorities, operational governance, and continuous improvement for Self-Service Machines and Customer Experience across Group Channels and Digitalization.
Role type
VP of Digital Management (Self-Service & Customer Experience)
Builds
Self-service machine networks and customer experience journeys for a global banking group
Domain
Banking / Financial Services
Required skills
Strategic planning, operational governance, vendor management, regulatory compliance, customer complaint resolution, service quality management, stakeholder influence, cross-functional team leadership, project management, branch operations expertise, self-service channel management, risk management, data analysis
Preferred skills
Agile methodology, transformation leadership
Responsibilities
Manage stakeholder relationships and influence cross-functional teams to achieve business objectives; Oversee the performance, availability, service quality, and vendor management of self-service machines; Drive operational excellence and continuous improvement across the network; Ensure compliance with regulatory requirements, governance standards, and operational risk controls; Drive customer satisfaction, service quality, and NPS; Champion customer experience initiatives to improve service quality and customer journeys; Establish and manage end-to-end customer complaint handling processes and service escalations; Analyse complaint trends, identify root causes, and implement corrective and preventive actions.
