- Lead the Customer Advocacy strategy and governance framework.
- Drive cross-functional initiatives to improve customer satisfaction and reduce friction points.
- Oversee customer feedback channels, root cause analysis, and resolution frameworks.
- Represent the customer voice in executive forums and strategic planning.
- Monitor regulatory developments and ensure advocacy practices align with compliance standards.
- Foster a culture of customer-centricity across the organization.
- Proven leadership experience in customer experience, advocacy, or related functions within financial services.
- Strong strategic thinking, stakeholder management, and communication skills.
- Deep understanding of banking operations, regulatory environment, and customer behavior.
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This includes Conduct granular analysis of customer issues to identify trends and recurring themes. · Perform quality checks to ensure accurate complaints classification and substantiation. · Monitor resolution aging and turnaround times against established service standards. · ...
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Senior Executive/Assistant Manager, Center for the Future of Trade and Investment
Only for registered members
This role supports SBF's Centre for the Future of Trade and Investment (CFOTI) in advancing Singapore's business interests through international advocacy and outreach. · The incumbent contributes to cross-border trade and investment policy work, · , while also engaging stakeholde ...
Singapore1 month ago
Executive Director, Group Customer Advocacy - Singapore - UOB
Description
About UOBUnited 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. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
Job Description
The incumbent will be responsible for championing customer-centricity across the bank, driving strategic initiatives that enhance customer experience, trust, and loyalty. This leadership role oversees the development and execution of advocacy programs, customer insights, and feedback mechanisms, ensuring that customer voice is embedded in decision-making at all levels. The role assumes independence from line management to oversee service quality review and collaborates closely with business units, compliance, and senior management to influence policy, product design, and service delivery, aligning them with customer needs and expectations.
Key Responsibilities
Be a Part of the UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB 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.
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