• Published on 25 July 2024
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UOB revamps management, drives growth with tech innovation

UOB announced today that Susan Hwee will succeed Eddie Khoo as the head of group retail, effective 1 September 2024. Khoo will assume the role of senior advisor to UOB Vietnam. Lawrence Goh will be appointed the new head of group technology and operations (GTO), taking over from Hwee.

Hwee is a banking industry veteran with an extensive track record and more than 35 years of experience in technology and banking. She joined UOB in 2001 and in her current role as the head of GTO, Hwee spearheads initiatives to transform the group’s digital and data architecture, and sets the global strategy and standards for technology, operations and information security for the bank, including unifying the group’s technology platform across its subsidiaries. She also championed the systems and operational integration of the bank’s various acquisitions across ASEAN, the latest being integrating Citigroup’s consumer banking businesses into UOB across the four countries in ASEAN. Hwee is instrumental in the development and innovation of the bank’s digital platform, UOB TMRW, which leverages technologies such as artificial intelligence and machine learning to drive digital acquisition and customer engagement for the retail bank.

In her new role as the head of group retail, Hwee will drive efforts to strengthen the bank’s consumer banking franchise across the region through continual enhancement of UOB’s digital capabilities, expand product offerings and solutions, deepen customer engagements and relationships, and connect customers to opportunities across ASEAN. In particular, her deep expertise in technology and operations will accelerate the bank’s efforts to embed artificial intelligence, drive digital acquisition, and uplift service level and customer engagements across the bank’s enlarged customer base.

Lawrence Goh will be appointed as the head of GTO, from 1 September 2024, taking over the role from Hwee. He started his career at a global advisory firm and held various regional leadership positions in strategy and transformation, infrastructure consulting and security. Goh has more than 30 years of IT experience across both corporate and consultancy roles.

As the current chief operating officer for GTO and the head of group infrastructure platform services, Goh oversees the strategic direction and day-to-day operations of UOB’s infrastructure and platform services across its global network in 19 countries. Goh is also responsible for the development of the bank’s technology strategy and has been instrumental in shaping the bank’s technological investment and transformation. Goh established the bank’s first Test Centre of Excellence in 2018 to uplift testing quality, automation, efficiency, standards and consistency across the bank to drive customer centricity and service excellence. In his new role, he will continue to drive innovation and technology adoption and advancement, to enhance operational efficiency across the bank and support customer engagement and experiences.

Khoo joined UOB in 2005. He will retire from his role as head of group retail, and assume the role of senior advisor to UOB Vietnam. Khoo has been pivotal in growing UOB’s group retail business to the strong regional franchise the bank has today, with a customer base of more than eight million. With an expanded network in ASEAN, the bank grew from strength to strength, making headlines with notable partnerships offering unparalleled deals for its customers, reinforcing UOB’s leadership position in the cards space across the region, for both issuance and billings.

With Citigroup’s consumer banking businesses fully integrated into UOB for Indonesia, Malaysia and Thailand, Vietnam is also progressing well towards its completion in 2025. Vietnam is a market with great potential and UOB Vietnam is imperative to strengthening the bank’s regional franchise. Khoo, with his wealth of experience in building and growing retail banking business, will support UOB Vietnam’s management team to chart and embed the bank’s retail banking strategy in the country.

Wee Ee Cheong, deputy chairman and CEO, UOB, said: “This management refresh is part of our ongoing efforts to strengthen UOB’s capabilities to serve our enlarged customer base across the region."

With rapid digitalisation in its key markets, Hwee's experience is crucial to drive digital engagement strategies and uplift customer experience to better serve their needs and preferences. Goh, as a seasoned IT leader, will continue to drive innovation and lead the technology transformation in its new phase of growth.

Khoo has made invaluable contributions to the retail banking business. In his new role, he will continue to support the team to realise the potential of its retail franchise in Vietnam.

Re-disseminated by The Asian Banker