About the role
Manager of Customer Advocacy at UOB, responsible for analyzing customer issues, performing quality checks, monitoring resolution times, identifying process gaps, and collaborating with stakeholders to drive improvements.
BankingOnsite
Key Responsibilities
- 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.
- Identify process gaps and recommend improvements to enhance service quality.
- Communicate insights and collaborate with stakeholders to drive issue resolution.
Requirements
- Strong analytical skills with the ability to interpret customer issue data and derive meaningful insights.
- High attention to detail and accuracy in reviewing complaint handling and evidence substantiation.
- Understanding of customer service operations, service standards, and complaint management frameworks.
- Effective communication and stakeholder-management skills.
- Proactive, process-improvement mindset with the ability to work both independently and collaboratively.