Company: 3801 UOB Vietnam
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 Department
Personal Financial Services: We design and provide products and services that empower our customers to enjoy greater banking convenience while they extract more value from their money. In particular, we are focused on promoting and developing healthy saving and investment practices across generations.
Overview of the Role
The Process Management Lead is responsible for leading and delivering end‑to‑end process reengineering initiatives across retail banking units. The role ensures that all processes are customer‑centric, efficient, compliant, and scalable, while supporting service excellence and long‑term operational transformation. This position works in close partnership with Service Assurance Lead to strengthen operational governance and performance.
Job Responsibilities:
End-to-End Process Reengineering
- Own and lead end‑to‑end process reengineering across retail banking, covering both customer‑facing and back‑office processes (e.g., CASA, lending, cards, digital onboarding).
- Set the strategic direction and standards for process design, ensuring alignment with customer experience, regulatory expectations, and business growth objectives.
- Identify structural inefficiencies, control gaps, and compliance risks, and drive targeted transformation initiatives to address them.
- Partner with senior stakeholders across Products, Risk & Control, Operations, IT, Compliance, and Legal to design and implement optimized, future‑ready processes.
- Deliver measurable and sustainable improvements in turnaround time, cost efficiency, service quality, and risk mitigation.
- Ensure all reengineered processes are institutionalized through clear governance, standardized SOPs, and enterprise‑wide training.
Process Governance & Enterprise Standards
- Establish and oversee the enterprise process governance framework, including standards, methodologies, and approval mechanisms.
- Maintain oversight of the centralized process repository, including process maps, SOPs, policy linkages, and change records.
- Ensure ongoing compliance with internal policies and external regulatory requirements, including SBV and relevant regulatory bodies.
Performance Monitoring & Continuous Improvement
- Define process performance metrics (e.g., TAT, error rates, control effectiveness, customer experience indicators).
- Review process performance trends and post‑implementation outcomes to assess business impact and return on investment.
- Sponsor continuous improvement initiatives, leveraging data, automation, and digital capabilities where applicable.
- Provide oversight and direction to analytics teams to ensure insights are translated into actionable process improvements.
Stakeholder Engagement & Change Enablement
- Engage senior leadership and cross‑functional executives to align on process transformation priorities and sequencing.
- Chair governance forums, steering committees, and working groups related to process transformation and service excellence.
- Provide guidance on change management, ensuring effective communication, capability uplift, and adoption across the organization.
Job Requirements
- Bachelor’s degree required; Master’s degree preferred.
- At least 5 years of experience in process improvement, operations, or transformation roles within the banking industry.
- Strong understanding of retail banking operations and regulatory environment.
- Excellent communication, facilitation, and stakeholder management skills.
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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