UOB VP, Product Owner - Digital Serve (Self Service), TMRW Digital Group

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. 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.
 

The Retail function provides Personal and Business Banking customers with financial solutions tailored to their needs. We help them manage their money wisely and meet their financial goals through an extensive range of products and services. These include deposit, insurance, secured and unsecured loans, investment and wealth advisory services.
 
Personal Financial Services
We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.
 

Project manage the end to end implementation of Digital Serve capabilities for TMRW across the region

• Serve as a key point of contact - For service provider, technology and operations team for the serve capabilities implementation for the bank
• Digital servicing strategy - Assist in the development of the overall digital serve strategy for TMRW
• Vendor performance management - Help define the key performance SLAs for the service provider to successfully deliver the digital serve ambitions for TMRW
• Serve as the regional point of contact - for various country teams for ongoing support and management of Digital Serve related improvement or enhancement requirement

 
Build and handle operational management requirements for Digital Serve capability deployment

• Self service banking capabilities and servicing flows - To design, develop and implement self serve capability in terms of various intents, servicing flows and customer experience testing of the flows
• Identify different use cases for the implementation of various serve capabilities (chatbot, live chat, self serve menus, On screen contextual help) - Independently or in combination with other servicing channels to improve customer experience
• Conduct customer and staff immersions -Synthesize staff and customer insights - Personas, journey pains, gains with regards to service experience and improve performance

• 10 years of relevant experience with Bachelor’s Degree.
• PMP, Design thinking/ LEAN methodology, Agile certifications would be preferred
• Experience as a business lead/ product owner in driving Digital Serve capabilities implementation for TMRW Digital Group
• Strong understanding of Digital service interactions models and possible use cases of deployment
• Good understanding of the consumer banking landscape in terms of products, functional teams, services and typical banking applications
• Good understanding of contact center functionalities and platforms
• Strong understanding of design thinking/ human centered design methodology and experience in using it in project implementation
• Exposure in customer immersions, journey mapping and design
• Display strong analytical, problem solving, communication and creative skills

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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