Job Description

Company: 2201 United Overseas Bank (Malaysia) Bhd

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

This role is responsible for driving operational excellence across the C&D branch network by providing process governance, advisory support, policy implementation, and continuous improvement initiatives. The successful candidate will work closely with branches, business units, and various support functions to ensure operational processes are efficient, compliant, customer-centric, and aligned with the Bank's risk management framework.

Job Responsibilities

• Serve as the primary liaison and advisor to branches on operational processes, procedures, controls, and policy implementation.
• Drive continuous improvement initiatives across branch operations to enhance efficiency, strengthen controls, and improve customer experience.
• Review, analyse, and streamline operational processes to address pain points, operational risks, and service inefficiencies within the branch network.
• Provide guidance and resolution on operational queries, escalations, and exceptions raised by branches and business stakeholders.
• Support the implementation of new products, services, regulatory requirements, and system enhancements impacting branch operations.
• Collaborate with business units, compliance, risk, technology, and operations teams to ensure operational readiness and successful execution of initiatives.
• Monitor operational performance indicators, audit observations, incident trends, and stakeholder feedback to identify opportunities for process enhancement.
• Conduct root cause analysis on operational incidents and audit findings and work with stakeholders to implement sustainable corrective and preventive actions.
• Develop, maintain, and communicate operational procedures, guidelines, process flows, and related documentation to ensure consistent practices across branches.
• Facilitate branch engagement sessions, training, and knowledge-sharing initiatives to strengthen operational awareness and capability.
• Support governance activities, including policy reviews, operational risk assessments, regulatory compliance initiatives, and audit engagements.
• Keep abreast of industry developments, regulatory requirements, and best practices in branch operations and process management.
• Prepare reports and management updates on operational performance, key initiatives, risk observations, and process improvement outcomes (when required).

Additional Requirements

Develop (Competency) (3 - Meets), Engage (Competency) (3 - Meets), English, Execute (Competency) (3 - Meets), Strategise (Competency) (3 - Meets), Strong understanding of branch operations, operational controls, regulatory requirements, and banking processes.

Experience in driving process improvement, change management, and operational transformation initiatives.

Strong analytical and problem-solving skills, with the ability to identify risks, assess impacts, and recommend practical solutions.

Experience in managing stakeholder engagement across frontline and support functions.

Knowledge of process mapping, workflow design, and continuous improvement methodologies is advantageous.

Excellent communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.

Ability to manage multiple priorities and deliver results in a dynamic and fast-paced environment.

Self-motivated, customer-focused, and committed to fostering a culture of operational excellence and continuous improvement.

Familiarity with audit, compliance, operational risk management, and regulatory frameworks within the banking environment will be an added advantage., University-Bachelor, Work Experience Level for GTO CWF

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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