VP, Group Customer Advocacy at UOB in Central Region

Job description

Company: 1011 United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow. Job Description About the Role As part of the CEO Office, this role reflects UOB's continued commitment to delivering fair dealing outcomes and deepening a strong customer-centric culture across the organisation. Group Customer Advocacy (GC A) serves as the Bank's independent customer advocacy function, supporting the Board and Senior Management in ensuring customer interests and fair dealing considerations remain at the heart of decision-making. The function provides independent oversight, constructive challenge, and enterprise-wide insights to drive better customer outcomes, strengthen customer trust, and foster a customer-first culture across the Group. This role supports the Customer Advocate mandate across Singapore and selected regional markets where UOB operates, helping to strengthen customer outcome governance, identify customer risks, and drive improvements in customer experiences and outcomes. Working closely with business and functional stakeholders, the role contributes to the development of customer advocacy practices and helps embed customer-centric decision-making across the organisation. As a VP, you will play a key role in supporting customer advocacy initiatives, conducting independent reviews, analysing customer insights, and influencing improvements that enhance customer outcomes. You will partner with stakeholders across the Group to ensure customer interests, fair dealing principles, and customer outcome considerations are appropriately addressed. Reporting Line: Reports to Head of Group Customer Advocacy, CEO Office. Role Type: Individual contributor with project leadership responsibilities. May manage a small team and lead cross-functional initiatives to drive customer advocacy outcomes. Key Responsibilities Protecting Customer Interests Support the independent oversight and review of customer outcomes, fair dealing standards, and customer risks across the Group. Support the implementation and enhancement of the Bank's customer advocacy and fair dealing framework across Singapore and regional markets. Conduct independent reviews of products, policies, customer communications, processes, and business practices through a customer outcome lens. Identify, assess, and escalate customer risks, systemic issues, and emerging concerns through established governance and reporting mechanisms. Monitor customer outcome and fair dealing indicators and support the preparation of reporting and management updates for governance forums. Review complex or escalated customer complaints and cases, providing recommendations to support fair and consistent customer outcomes. Assist in identifying conduct risks, customer detriment risks, and control gaps, and recommend improvements to strengthen customer protection. Turning Insights into Better Outcomes Leverage customer feedback, complaint data, and operational insights to identify opportunities to improve customer experiences and outcomes. Analyse customer feedback and listening channels, including complaints, surveys, Voice of Customer programmes, NPS, digital feedback, and executive escalations. Conduc