The posting
Company: 1011 United Overseas Bank Ltd
About UOB
United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.
Job Description
About the Role
As part of the CEO Office, this role reflects UOB's continued commitment to delivering fair dealing outcomes and deepening a strong customer-centric culture across the organisation.
Group Customer Advocacy (GCA) serves as the Bank's independent customer advocacy function, supporting the Board and Senior Management in ensuring customer interests and fair dealing considerations remain at the heart of decision-making. The function provides independent oversight, constructive challenges, and enterprise-wide insights to drive better customer outcomes, strengthen customer trust, and foster a customer-first culture across the Group.
This role supports the Customer Advocate mandate across Singapore and other markets where UOB operates, helping to drive consistent customer outcomes, fair dealing standards, governance practices, and customer advocacy across the Group while taking into account local regulatory requirements and market considerations.
As an SVP, you will play a key leadership role in shaping the Bank's customer advocacy agenda, strengthening customer outcome governance, identifying and escalating customer risks, and influencing enterprise-wide improvements that enhance customer experiences and outcomes. You will serve as a trusted advisor to senior management and provide an independent customer lens across strategic decisions, products, services, policies, customer journeys, and transformation initiatives.
Reporting Line: Reports to Head of Group Customer Advocacy, CEO Office.
Role Type: Team leadership role responsible for leading a team of cross functional team and driving enterprise-wide customer advocacy initiatives.
Key Responsibilities
Protecting Customer Interests
Provide independent oversight and challenge to ensure customer interests, fair dealing principles, and customer outcomes are embedded in business decisions across the Group.
- Support the Customer Advocate in strengthening the Bank's customer advocacy and fair dealing framework across Singapore and regional markets.
- Provide independent review and challenge of products, policies, customer communications, strategic initiatives, and business practices through a customer outcome lens.
- Establish and oversee governance, reporting, and internal escalation mechanisms to identify, assess, and escalate material customer risks, systemic issues, and emerging concerns.
- Monitor customer outcome and fair dealing performance, including remediation effectiveness, and provide independent reporting to senior management and governance forums.
- Independently review complex, sensitive, or high-impact customer cases and complaints, ensuring resolutions are fair, consistent, and aligned with customer advocacy principles.
- Identify customer risks, conduct concerns, systemic weaknesses, and opportunities to strengthen controls and prevent customer detriment.
Turning Insights into Better Outcomes
Leverage customer feedback, complaints, internal analytics, and external insights to identify systemic issues and drive sustainable improvements in customer outcomes and experiences.
- Oversee enterprise customer listening channels, including complaints, surveys, Voice of Customer programmes, NPS, customer feedback, digital channels, executive escalations, and other relevant customer touchpoints.
- Monitor customer outcome trends and conduct thematic reviews to identify emerging risks, recurring pain points, and opportunities for Group-wide improvement.
- Lead root cause analysis and translate customer insights into actionable recommendations to improve products, services, processes, policies, controls, and customer journeys.
- Leverage AI, analytics, and operational data to strengthen customer risk identification, decision-making, and management reporting.
- Develop customer outcome dashboards and reporting that provide visibility into customer risks, emerging themes, remediation progress, and improvement opportunities.
- Partner with businesses and functions to drive customer journey enhancements, transformation initiatives, and service improvements.
- Conduct external benchmarking and assess industry best practices to identify opportunities to enhance customer outcomes and customer experience.
Building a Customer-First Organisation
Embed customer advocacy principles, accountability, and customer-centric decision-making across the Group.
- Champion customer-centricity and strengthen awareness, ownership, and accountability for customer outcomes across the organisation.
- Support the development of customer advocacy capabilities, frameworks, and practices that reinforce a strong customer-first culture.
- Lead change adoption and enterprise-wide engagement to ensure customer insights are translated into meaningful and sustainable action.
- Influence stakeholders across Business, Operations, Risk, Compliance, Legal, Product, Technology, and Customer Experience functions to drive better customer outcomes.
Critical Success Factors
The successful candidate will demonstrate:
- Strong strategic thinking and problem-solving capabilities, with the ability to connect individual customer issues, complaints, and feedback to broader business, conduct, reputational, and customer outcome implications.
- An agile and entrepreneurial mindset, with the ability to navigate ambiguity, build new capabilities, and drive meaningful change in an evolving environment.
- Strong learning agility and intellectual curiosity, with the ability to rapidly understand new products, technologies, business models, customer segments, and regulatory developments.
- Independence of thought, sound judgement, and the confidence to provide objective perspectives and constructive challenge.
- A strong commitment to customer advocacy, customer fairness, and the delivery of positive customer outcomes.
Experience & Qualifications
- Minimum 12 years of relevant experience in Customer Advocacy, Customer Experience, Complaint Management, Conduct Risk, Compliance, Risk Management, Consumer Banking, Wealth Management, Operations, or related disciplines within financial services.
- Demonstrated ability to influence senior executives and navigate complex stakeholder environments.
- Significant experience managing complex and escalated customer complaints and conducting root cause and impact analyses.
- Strong understanding of customer outcome management, fair dealing principles, conduct risk, governance frameworks, and regulatory expectations.
- Exceptional strategic thinking skills with proven experience influencing enterprise-wide decisions and transformation initiatives.
- Experience designing and enhancing governance frameworks, escalation mechanisms, reporting structures, and oversight processes.
- Strong analytical and data-driven mindset with experience leveraging customer insights and analytics to drive decisions.
- Experience working across multiple markets and managing regional stakeholder relationships.
- Excellent written, verbal, and presentation skills, with experience engaging senior management and governance forums.
- High integrity, resilience, sound judgement, and ability to thrive in a transformation environment.
Preferred
- Degree in Business, Finance, Economics, Law, Risk Management, or a related discipline.
- Experience engaging regulators, Board committees, and senior governance forums on customer, conduct, risk, or fair dealing matters.
- Familiarity with MAS Fair Dealing Guidelines and customer outcome governance frameworks.
Additional Requirements
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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