Job Description

Role:
OCBC Contact Centre provides customer servicing via voice and digital channels to our consumer customer segments covering high net worth (PPC and Premier) and personal banking. The product coverage includes Banking, Cards, Loans and Equities.
Responsibilities:

• Operational oversight and manage performance of a networked contact centre located in Singapore and Malaysia (400+ man)
• Provide regional strategic direction and oversight
• To exceed service levels, scorecard targets with tight governance on risk & controls.
• Accountable for operating budget, capacity planning, staff development
• Drive service excellence through effective management of workforce through ops excellence and workforce upskilling, leveraging data analytics to drive customer solutions.
• Drive digital servicing and demand management strategy to achieve superior customer experience
• Partner key stakeholders in driving strategic direction of the organisation in managing customer journeys
• Lead, inspire and motivate the team towards service excellence and high employee engagement, and anchor our organisation as an employer of choice.
• Partner change teams to formulate strategic priorities and manage change within the team towards transforming the contact centre

• This is a senior position that requires a good degree with minimum 12 to 15 years of experience of managing Contact Centre, preferably in a financial institution.
• Highly proficient in Microsoft Office Word, PowerPoint and Excel
• Possess experience in leading diverse teams that have different skillsets
• Possess strong operations acumen, critical thinking, sound judgement and data driven in approach
• Highly analytical mindset with the ability to connect the dots across different data sets
• Good communications skills (written and verbal) and presentations skills with experience in presenting to senior stakeholders.
• Ability to identify issues, balance needs of different stakeholders, prioritise and develop solutions
• Strong people management skills
• Ability to work and manage multiple projects within a fast paced and stressful environment

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