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About this position

United Overseas Bank Limited (UOB) is seeking an AVP, Complaint Management to handle and manage customer complaints, ensuring effective solutions and compliance with standards and regulations. The role involves collaboration with business partners for process improvement and reporting.

Responsibilities

Complaint Management and Compliance:
• Handle and manage complaints with understanding the fact findings and other factors behind to ensure solutions have been delivered to customers promptly, independently and effectively with compliance to the standard and regulation.
• Independently call and run meeting with business partners for problem resolution.
• Ensure procedure and policy have been updated on timely basis or when having any change.

Initiatives and Process Improvement:
• Independently collaborate with business partners to share and update fact findings from customer problems/feedback and work with Business partners for long-term solution and continuous service improvement.
• Identify common negative customer feedback from all channels and produce data analytic on root cause, pain point, corrective and preventive actions to improve customer experience from end-to-end customer journey and improve customer satisfaction level as well as compliance.
• Initiate service improvement campaigns that reflects to complaint reduction and customer satisfaction scores.

MIS and Reporting:
• Produce concise reports including reports to business partners, group, management, and regulators within timeline.
• Initiate and simplify MIS and reporting to increase team productivity.

Requirements

• Have experience on complaint management or customer experience.
• Able to produce MIS report, doing report for analysis in different ways as per requirement.
• Knowledgeable in Excel and Powerpoint.
• Willing to talk and handle customers (both Thai & English).