United Overseas Bank

United Overseas Bank (UOB) is a leading bank in Singapore and a dominant player in Asia-Pacific. UOB's vast network of 503 offices around the world comprises 69 offices in Singapore and over 430 offices in the Asia Pacific and around the world.

UOB provides a wide range of financial services through a global network of branches/offices and subsidiaries/associates: personal financial services, private banking, trust services, commercial and corporate banking, investment banking, corporate finance, capital market activities, treasury services, futures broking, asset management, venture capital management, general insurance, life assurance and stock broking services.

The business issue:

IVR required revamp
ROI analysis and functionality assessment required for WFM solution
Operational management team requested coaching to improve processes and KPIs

The Sagatori solution:

Conducted IVR review, prepared redesign, ran knowledge transfer workshops and provided extensive documentation of recommendations
Conducted ROI analysis to show how an appropriate WFM solution could help the centre, facilitated a functionality design workshop to determine client needs for inclusion in an RFP
Conducted an extensive operational management coaching program to improve management capability, centre processes and reporting, WFM skills and practices, and improve Service Level with existing resources

The results:

IVR implementation to take place in 2007
WFM RFP in market and under review
Operational Management coaching is currently underway

Staff involvement from:
- Simon Kriss
- Marty Holden
- Tim Wade