First Vice President Group Head, Workforce Management

Location: Kuala Lumpur
Job ID: BOU7


Job description:

  • Lead the definition and multi-year implementation of new global workforce strategy for Group Contact Centre which align with UOB Group Leadership team
  • Design workforce management process, practice and methodologies to ensure critical business needs are met and/or exceeded
  • Execute regional workforce demand planning and the proposed workforce transformation across the region
  • Define and implement a series of new initiatives to transform the culture of Group Contact Centre
  • Focus on risk and issue resolution for the region; establish baseline performance metrics for operations stabilization taking the local labour laws into observation
  • Engage local leadership to confirm the operating model and validate the proposed business case 

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