Vice President Group Customer Advocacy

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 (GCA) 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.
• Conduct thematic reviews and trend analysis to identify recurring issues, emerging risks, and opportunities for improvement.
• Perform root cause analysis and develop actionable recommendations to improve customer journeys, products, services, processes, and communications.
• Support the use of analytics, AI, and operational data to strengthen customer risk identification and customer outcome monitoring.
• Develop management reporting, dashboards, and presentations highlighting customer trends, root causes, remediation progress, and emerging concerns.
• Partner with businesses and support functions to track and drive remediation actions and customer experience improvements.
• Conduct industry benchmarking and research on leading customer advocacy and customer experience practices.

Building a Customer-First Organisation

Support efforts to embed customer-centric thinking, accountability, and customer advocacy principles across the Group.

• Promote awareness of customer outcomes, fair dealing expectations, and customer advocacy principles among stakeholders.
• Support the development of customer advocacy frameworks, guidance materials, and training initiatives.
• Facilitate stakeholder engagement and discussions to encourage customer-focused decision-making and drive positive change.
• Collaborate across Business, Operations, Risk, Compliance, Legal, Product, Technology, and Customer Experience functions to support customer outcome improvements.
• Contribute to the successful delivery of customer advocacy, customer experience, and governance initiatives across the Group.

Critical Success Factors

The successful candidate will demonstrate:

• Strong analytical and problem-solving skills, with the ability to translate customer complaints, feedback, and operational data into actionable insights and recommendations.
• An inquisitive and customer-focused mindset, with a genuine passion for improving customer outcomes.
• Sound judgement and the confidence to provide constructive challenge while maintaining collaborative stakeholder relationships.
• Strong project management and execution capabilities, with the ability to manage multiple priorities and deliver outcomes in a complex environment.
• Good learning agility and adaptability, with the ability to understand new products, customer segments, technologies, and regulatory developments.
• Effective communication and influencing skills, with the ability to engage stakeholders across various levels of the organisation.
• Strong commitment to customer fairness, conduct, and customer advocacy principles.

Experience & Qualifications

• Minimum 8-12 years of relevant experience in Customer Advocacy, Customer Experience, Complaint Management, Conduct Risk, Compliance, Risk Management, Consumer Banking, Wealth Management, Operations, or related disciplines within financial services.
• Experience analysing customer complaints, feedback, conduct issues, or customer outcome risks and developing practical recommendations.
• Good understanding of customer outcome management, fair dealing principles, conduct risk, governance frameworks, and customer-centric practices.
• Experience working with multiple stakeholders across business and support functions.
• Strong analytical skills with experience using customer insights, operational data, and management reporting to support decision-making.
• Experience in root cause analysis, thematic reviews, and issue remediation tracking.
• Strong written, presentation, and communication skills.
• Ability to work independently while collaborating effectively across teams.
• High integrity, resilience, and sound judgement.

Preferred

• Degree in Business, Finance, Economics, Law, Risk Management, or a related discipline.
• Experience in customer governance, conduct risk, complaint management, customer experience, or customer advocacy functions.
• Familiarity with MAS Fair Dealing Guidelines and customer outcome governance frameworks.
• Experience preparing materials for senior management committees, governance forums, or regulatory engagements.

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.

Apply now and make a Difference