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
Cash Management Operations Centre (CMOC) is part of UOB's Global Technology & Operations organization. CMOC handles a full range of Cash Management products and services for the bank's Wholesale Corporate and Retail Customers across diverse industries and business segments. The key products and services include Inward and Outward Remittance, Inward and Outward Singapore Dollars MEPS Plus Payments, Foreign Cheque Collection, Conveyancing Services, Remittance Investigations Services, Remittance Callback, Account Opening & Maintenance, Business Internet Banking Setup & Maintenance, SWIFT Operations and Audit Confirmation services.
The Remittance service supports both Wholesale and Retail customer segments and provides critical processing services for the handling of Inward and Outward Telegraphic Transfers, RTGS payments, providing high value payments services in a high volume and fast-paced environment managing multiple cutoff times, managing Sanction screening as part of processing for Singapore and Hong Kong. Remittance Callback and Investigations are also core functions integral to supporting the Remittance services, performing customer callbacks as part of transaction processing and handling of queries and investigations relating to remittance transactions from customers, banks and internal stakeholders respectively. Strong experience in Controls and deep understanding of risks and controls matters are critical.
The incumbent will lead the team to accomplish the daily processing objectives of meeting the cutoff times through resource planning optimization, continuous upskilling to keep staff skills relevant and up to market and managing the various risks such as process are important daily activities. People management is a key function and in UOB we believe that this is a critical component to build a high performing team and to achieve success.
The incumbent will also play the role as an improvement champion seeking continuous improvements through automation, Straight-through-processing (STP), process re-design and re-engineering are another critical component in running the team to achieve its objectives.
Responsibilities:
• To provide lead and guide the operations teams.
• Build a dynamic and proactive strategy in managing high value, high volumes payments processing to ensure robust controls and timeliness.
• Be the lead catalyst in the team to champion Process Improvements and deliver strong results and drive positive outcomes using tools such as Data Analytics, GEN AI, etc...
• Plan, Review and Execute the business directions, goals and strategies for the teams.
• Represent the teams / Division in meetings with Management, Business Partners and Auditors, as appropriate.
• Supervise the team's daily operations and meet all set Goals.
• Ensure products and services are delivered with accuracy and timeliness and in accordance to SLAs/KPIs set by management.
• Ensure that efficient and quality service is rendered to customers as per the Service Level Agreement.
• Build a High Performance and motivated team.
• Implement and maintain quality policies and service standards in the team.
• Maintain a high standard of operations control and compliance to protect the Bank's and Customer's interests.
• Ensure that escalations are raised to the appropriate management levels on a timely basis, where required.
• Ensure that the Bank's policies, guidelines, controls and compliance requirements are up-to-date and strictly adhered to.
• Ensure strict adherence to all Laws and Regulations.
• Ensure that the staff in the team exercise vigilance when processing, overriding, authorising and approving transactions.
• Ensure that all Standard Operating Procedures and Delegation Memos are reviewed and updated when required and at the minimum on an annual basis.
• Engage with and provide support to Auditors during audits and reviews.
• Ensure that any areas of non-compliance or improvements highlighted by the Auditors, Compliance, Risks Management and Regulators are followed up promptly and resolved quickly and all staff are briefed accordingly to prevent recurrence.
• Investigate any discrepancies, exceptions and non-compliance, and raise to the Risks & Control Lead and Division Head promptly of any unusual or exceptional activities.
• Manage the Risks by having Top Risks indicators while identifying and self-reporting risks via MRA (Management Risks Awareness).
• Pursue Process Improvements through "Quality, Efficiency and Productivity" (QEP) and "Elimination, Simplification and Automation" (ESA), Straight Thru Processing (STP), digitalisation to deliver results and to have productivity and efficiency realized.
• Inculcate an operations and service excellence culture in the Department.
• Inculcate a "Do it right the first time" and "Zero Defect" mindset in the team.
• Ensure that high level of professional telephone/email standards are maintained at all times in the team.
• Ensure that customers' operational problems, complaints and queries are resolved promptly and satisfactorily and to ensure that risks of recurrences are eliminated.
• Demonstrate good service recovery skills especially when dealing with complaint cases.
• Ensure that the Bank's human resource policies are adhered to.
• Review the manpower requirements for the team to ensure that the team is adequately manned, with staff optimally trained and deployed.
• Analyse staff capabilities to identify skills gap and arrange for coaching/training and provide guidance to staff in their job performance on a regular basis, when required as part of on-going staff development and improvement plans as part of career development.
• Track key performance indicators and monitor staff performance against the key performance indicators.
• Setup a conducive and professional working relationship within the team.
• Monitor project milestones to ensure that key deliverables meet project and objectives and timelines. Requirements:
• A Degree-holder in a relevant discipline.
• At least 15 years' experience in wholesale banking operations experience with a good broad-based knowledge and understanding of wholesale banking products, processes and the related risks and controls.
• Strong leadership, people management and interpersonal skills.
• Able to motivate teams to achieve stretched goals.
• Able to work effectively with all levels of staff and stakeholders.
• Committed, Dependable and demonstrate high integrity.
• Strong Risks and Controls experience and able to manage risks well in a large operations setting running high value payments (such as Remittance and RTGS Payments).
• Knowledge of MAS and other Regulatory requirements and international practices/guidelines such as Sanctions Screening, Banking Secrecy, PDPA.
• Technology savvy and possess good understanding of information security, end-to-end processes, workflows design/ management and system functionalities.
• Good working knowledge in using Microsoft suite of products such as PowerPoint, Excel.
• A self-starter that exercise initiative with a strong drive to achieve quality work.
• Able to think-out-of-the-box, meticulous.
• Possess a positive and continuous improvement mindset.
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Good presentation skills. 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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