Senior Officer, Business Management - Capacity Planning and Productivity

About UOB

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.

Job Description

Business Management - Capacity Planning and Productivity area is responsible for maintaining daily operations and providing strategic workforce planning support within contact center environments. Also supports business objectives through evaluating call volumes, agent productivity, and service levels across departments.
Consumer Banking covers activities related to providing services and products directly to consumers through various business channels. This group includes retail banking, consumer lending, auto finance, small business banking, and related business areas. The Client Service Delivery function is responsible for interacting with clients, either directly or indirectly, in support of sales, trading, relationship management, or portfolio management activities.

Key responsibilities includes:

• Preparation of regular, ad-hoc and MIS/productivity reports and analytics for the Division.
• Manage ongoing and ad-hoc reporting needs for the Division, including identification and monitoring of Key Performance Indicators, and lead continued development of reports and solutions to provide accurate and relevant analysis. 
• Enhance productivity and efficiency levels through a culture of continuous improvement and increase usage of automation to development a robust MIS infrastructure.
• Coordinate with regional counterparts to ensure timely and accurate submission of monthly MIS/ productivity report of each country.
• Manage MIS/ productivity of the Credit Management Division and Credit Approval and providing meaningful insights to management.
• Consolidate/gather and align Regional MIS/ Productivity or Capacity Framework

Requirements

• Recognized Degree holder (preferably in Banking & Finance or Business Admin or Computer Science or related field)
• Pro-active, committed and result-oriented with high degree of drive.
• Knowledge in basic programming language, databases, software development processes an advantage.
• A team player who is driven, analytical and meticulous, and possesses good written and verbal communication skills as well as an ability to work independently.

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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