Head of Client Servicing & Enablement

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.

Role Purpose

Lead the Client Servicing & Enablement function across Commercial Cards, Merchant Acquiring and Payment Solutions, ensuring seamless client onboarding, implementation,

servicing, governance and business support. Drive service excellence, client experience, process transformation and regulatory compliance while enabling business growth, operational resilience and strategic initiatives.

The role serves as a key partner to Sales, Product, Technology, Risk, Compliance, Card Schemes and external partners in delivering exceptional client outcomes and sustainable business growth.

Client Relationship & Servicing Leadership

• Lead the client servicing function across Commercial Cards, Merchant Acquiring and Payment Solutions to deliver superior client experience throughout the client lifecycle.
• Establish service standards and drive a customer-centric culture across the team.
• Provide leadership and oversight for production issues, ensuring timely stakeholder coordination, communication and resolution to minimise client impact.
• Partner with Technology, Risk, Operations and external vendors to drive root cause resolution, remediation plans and preventive measures for recurring service issues.

Business Enablement & Merchant Experience

• Partner with Sales and Technical Solutioning teams to support client acquisition, onboarding readiness and portfolio growth initiatives across Commercial Cards, Merchant Acquiring and Payment Solutions.
• Establish and oversee service performance frameworks to ensure client onboarding, implementation and servicing requests are delivered within agreed service level agreements (SLAs), while maintaining high standards of accuracy, responsiveness and customer experience.
• Identify client pain points and drive enhancements that simplify customer journeys and improve service outcomes.

Governance, Risk & Compliance

• Ensure adherence to regulatory requirements, card scheme rules, internal policies and governance standards.
• Maintain an effective control framework covering merchant servicing activities.
• Lead audit, compliance and risk remediation efforts.
• Promote a strong risk and control culture across the team.

Transformation & Continuous Improvement

• Drive service transformation, digitisation and workflow optimisation initiatives.
• Drive automation, straight-through processing and process simplification opportunities.
• Foster a culture of innovation and continuous improvement.

Stakeholder Management

• Build strong partnerships with internal and external stakeholders, including Sales, Product, Operations, Technology, Risk, Compliance, Card Schemes, Payment Facilitators and Vendors.
• Represent Client Servicing & Enablement in strategic discussions and enterprise-wide initiatives.
• Drive alignment across stakeholders to achieve business, client and regulatory objectives.

People & Leadership

• Lead, mentor and develop a high-performing servicing team.
• Establish clear goals, performance expectations and development plans.
• Build organisational capability and succession pipelines.
• Foster a culture of accountability, collaboration, continuous learning and service excellence.

Job Requirements

• Minimal 8 years of experience in Payments, Merchant Acquiring, Transaction Banking, Cards or Financial Services.
• Strong understanding of client onboarding, servicing, implementation, payment acceptance and scheme requirements.
• Proven leadership experience managing large teams and enterprise-wide initiatives.
• Strong stakeholder management and communication skills.
• Experience in process improvement, governance and transformation initiatives.

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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