The Manager, Escalation, Contact Center leads the handling of complex or unresolved customer cases, ensuring timely resolution and strong service recovery. The role typically requires a degree or equivalent experience, several years in contact-center operations, complaint management, escalation handling, or banking customer service, along with strong knowledge of service processes and risk controls. The candidate is expected to manage escalation teams, investigate root causes, coordinate with internal departments, monitor service-level and quality metrics, and improve customer experience. Excellent communication, judgment, stakeholder-management, problem-solving, coaching, and reporting skills are important. Experience in financial services, digital channels, regulatory requirements, and continuous-improvement initiatives would be advantageous.
United Overseas Bank (UOB) is a major Singapore-based banking group with operations across Southeast Asia and key financial centres worldwide. Established in 1935, the bank provides personal and commercial banking, wealth management, investment banking, treasury, and digital financial services to individuals, businesses, and institutions. UOB serves customers through branches, relationship teams, contact centres, and online platforms. The group is known for its strong regional network, particularly in Singapore, Malaysia, Thailand, Indonesia, and Vietnam. Its workforce supports banking operations, customer experience, technology, risk management, compliance, and product innovation. As a large, regulated financial institution, UOB generally offers structured career development, professional training, employee benefits, and opportunities to work with multicultural teams and regional stakeholders.
Singapore is a compact, highly connected island city-state and a leading regional centre for banking, technology, logistics, healthcare, and professional services. Job opportunities are particularly strong in financial services, compliance, operations, customer experience, data, and digital banking. The culture is multicultural, efficient, and generally fast-paced, with English widely used at work. Lifestyle options range from modern shopping districts and international dining to parks, beaches, museums, and neighbourhood food centres. Public transport is extensive, reliable, and affordable, while housing and childcare can be expensive. Foreign professionals normally need an employer-sponsored work pass, such as an Employment Pass or S Pass, subject to salary, qualification, and eligibility requirements. Relocating workers should budget carefully for rent, healthcare, transport, deposits, and daily expenses. Singapore is safe and convenient, though its humid climate and competitive work environment may require adjustment.
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